Senior Digital Customer Success Manager
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Revenera helps product executives build better products accelerate time to value and monetize what matters. Reveneras leading solutions help software and technology companies drive top line revenue with modern software monetization understand usage and compliance with software usage analytics empower the use of open source with software composition analysis and deliver an excellent user experiencefor embedded on premises cloud and SaaS products.
Revenera is seeking a Senior Digital Customer Success Manager to manage a strategic portfolio of customers at scale. This role is ideal for an experienced customer success professional who enjoys coaching others shaping strategy and remaining hands on with customers in a digital first environment.
As a Senior Digital Customer Success Manager you will balance mentoring execution and strategic influence. You will be accountable for consistency of the digital customer experience and measurable outcomes across adoption retention and customer value while directly managing a subset of high impact or strategically important accounts through digital engagement models.
This role sits within Reveneras Digital Customer Success Team and is a key contributor to our top strategic priority: Customer Success.
What the Role Is All About:
The Senior Digital Customer Success Manager delivers a best in class scalable and self-service led customer experience enabling customers to achieve outcomes efficiently and independently with Reveneras solutions.
As Senior Digital Customer Success Manager you will:
Coach and support Digital CSMs to operate effectively at scale
Drive consistency and excellence in digital engagement practices
Help shape and evolve Reveneras scaled coverage model ensuring the right balance of automation self-service and human touch
Influence how we design measure and evolve the digital customer journey
Act as a point of escalation and strategic partner for customers and internal stakeholders
You will lead by example combining strong leadership with hands on customer ownership and a data driven mindset.
Key Responsibilities:
Team Enablement
Provide coaching and mentorship to Digital Customer Success Managers enabling strong performance continuous growth and career advancement
Foster a collaborative customer first culture focused on continuous improvement and experimentation.
Support onboarding enablement and best practice sharing across the Digital CS team.
Strategic Customer Ownership (At Scale)
Own a strategic portfolio of customers managed through digital engagement models ensuring adoption value realization and retention.
Serve as an escalation point for complex customer situations and high impact engagements.
Partner with customers to align Revenera solutions to business outcomes translating technical value into executive level insights.
Identify and act on expansion signals surfaced through digital engagement usage data and lifecycle programs.
Digital Strategy & Execution
Execute and continuously improve Reveneras digital customer success strategy ensuring scalability without sacrificing customer experience.
Own and evolve digital customer success tooling platforms and automation ensuring effective adoption by the team and measurable impact.
Leverage customer telemetry health scores and usage data to guide proactive engagement prioritization and intervention.
Own and evolve scalable lifecycle programs (onboarding adoption renewal) and actively participate in their execution to model best practices ensure quality and drive outcomes at scale.
Collaborate cross functionally with Product Sales Support Marketing and Services to ensure seamless customer journeys.
Act as an internal advocate for customers using insights and success stories to influence roadmap process and program design.
Measurement & Impact
Define track and report on KPIs related to adoption engagement retention expansion and digital program effectiveness.
Use data to identify trends risks and opportunities across the customer base and team portfolio.
Communicate results and insights clearly to senior leadership and stakeholders.
Skills & Capabilities
Team Leadership: Proven ability to coach motivate and mentor in high performing teams.
Strategic Thinking: Able to balance day to day execution with longer term planning including scaled coverage and lifecycle strategy.
Customer Engagement: Strong executive presence with the ability to translate between technical and business conversations.
Operational Excellence: Highly organized structured and comfortable managing complexity tooling and automation at scale.
Analytical & Creative Mindset: Data driven decision maker who also brings creativity to digital engagement and customer experience design.
Influence Without Authority: Skilled at aligning cross functional teams around shared outcomes.
Requirements:
4 years of experience in Strategic Customer Success Account Management or a related customer facing role ideally within a SaaS or technology company.
Demonstrated success managing customers at scale using digital automated or programmatic engagement models.
Strong analytical skills with experience using customer health usage data and KPIs to drive outcomes.
Proven ability to lead cross functional initiatives and influence stakeholders at multiple levels.
Solid understanding of how enterprise software is sold adopted renewed and expanded.
Experience or familiarity with software monetization entitlement management usage analytics SaaS or hybrid software models is highly desirable.
Revenera is proud to be an equal opportunity employer. Qualified applicants will be considered for open roles regardless of age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by local/national laws policies and/or regulations. Regarding disability we encourage candidates requiring accommodations to please let us know by emailing .
Required Experience:
Manager
