Customer Success Manager (ScaledDigital) II
Customer Success Manager (ScaledDigital) II
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Job Description
OVERVIEW:
A team member at Casebook PBC plays a key role in advancing our mission to build technology to accelerate the end of poverty. They are dedicated to Casebooks vision: building and promoting the human services global operating system to accelerate the end of poverty. This individual exemplifies the Casebook values and works collaboratively to achieve the organizations goals.
As a Customer Success Manager (Scaled/Digital) at Casebook PBC youll own retention adoption and advocacy across a high-volume portfolio of small-to-mid-sized customers in human and social services. Youll partner closely with our Customer Onboarding Managers to receive accounts at Value One then lead the ongoing success plan drive measurable outcomes and capture proof points (case studies testimonials shareable metrics). Your day-to-day blends digital-led one-to-many engagement with targeted high-impact touchpointsso every customer consistently realizes value while we reduce risk and grow impact across the portfolio.
CASEBOOK VALUES
Impact: We strive to help improve the lives of vulnerable children adults families and communities.
Customer Commitment: We provide ground-breaking human services software products and exceptional customer experiences shaped by organizational needs and best practices.
Teamwork: We collaborate with team members customers and other partners with mutual respect encouraging meaningful relationships and open communication.
Innovation: We find new ways to grow our product company and each other.
Accountability: We accept responsibility for our actions holding ourselves accountable for results.
RESPONSIBILITIES:
Manage a scaled book (150200 accounts) using digital-led motions (plays journeys in-app/one-to-many programs) plus strategic 1:1 interventions for larger or at-risk customers.
Own post-onboarding value attainment: maintain and iterate customer success plans; track milestones; document outcomes; and publish success stories quotes and metrics when possible.
Monitor health usage and risk signals; trigger proactive plays and interventions to improve adoption satisfaction and renewal likelihood.
Run periodic customer and executive business reviews tailored for public-sector/nonprofit stakeholders; translate operational impact into ROI/outcome narratives that support value realization renewal and expansion.
Work with Marketing and Community to deliver scaled enablement (office hours webinars resource hubs short videos in-app nudges) to help admins and end users succeed with minimal friction.
Be the internal advocate for customers: synthesize feedback and collaborate with Product and Support to remove blockers and inform the roadmap.
Maintain detailed documentation of customer activities preferences risks and opportunities in ChurnZero.
Uphold Casebooks mission and values in every interaction with sensitivity to confidentiality data protection and the importance of the work our customers do.
Qualifications :
EDUCATION AND/OR EXPERIENCE:
Bachelors degree or equivalent experience.
35 years in B2B SaaS Customer Success or consulting including experience with scaled/digital books or SMB segments. Experience working in a human services nonprofit or government organization can substitute up to 2 years of SaaS experience.
Strongly preferred: experience with government public safety courts/juvenile programs re-entry or nonprofit human services.
Hands-on experience with a CS platform (ideally ChurnZero) and a CRM (HubSpot or similar).
Proven retention/expansion impact and comfort owning renewals and expansions.
REQUIRED TECHNICAL / OTHER SKILLS AND ABILITIES:
Portfolio management at scale: segmenting books automating journeys/plays and prioritizing high-leverage actions across 150-200 accounts.
Proficiency with ChurnZero (health scores alerts plays/journeys renewal forecasting) and HubSpot (deals pipeline visibility).
Analytical: interpret product usage and account data to identify risks/opportunities and prescribe actions.
Comfortable communicating with executives program managers and frontline practitioners; strong storytelling to connect outcomes with mission.
Renewal ownership mindset: value-based conversations objection handling and coordination with customers and finance to land timely signatures.
Enablement skills: create concise scalable content (guides videos webinars in-app nudges) and measure engagement.
Empathy for mission-driven customers; some familiarity with public-sector procurement and compliance expectations (e.g. data privacy/security considerations) and nonprofit buying patterns.
Organized autonomous and accountable -- able to context-switch quickly while maintaining quality and documentation hygiene.
Additional Information :
Compensation: $85000 - 100000 Salary Bonus Equity Benefits
Demo of Casebook: Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
Company Industry
Key Skills
- User Interface
- Competitive Analysis
- New Technologies
- Business developments
- Communication
- Content Management System
- Market Research
- Internet
- Youtube
- Digital Assets
- Digital strategy
- Social Channels
- Digital Forensics
- A/B Testing
- Analytics
