Customer Success Manager, Digital

Overview of the Role As a Digital Customer Success Manager , you will manage a large portfolio of school districts through scalable, digital-first engagement. This is a high-impact role focused on executing one-to-many lifecycle programs that drive adoption, retention, and expansion across Securly products. You will operate in a structured, programmatic environment using automated journeys, engagement triggers, and cohort-based strategies to support customers at scale. You will partner closely with Customer Success Operations, Support, Implementation, and GTM teams to ensure risks are identified early, patterns are surfaced, and digital programs continuously improve. Success in this role comes from combining strong execution, systems thinking, and a deep understanding of how educators derive value from Securly products—without relying on high-touch engagement. Location: 100% Remote Reports to: Director of Customer Success Segment: High-Volume Digital Cohort (lower CARR accounts) Performance Objectives (First 12 Months) Consistently meet or exceed GRR and logo retention targets aligned with departmental goals Execute lifecycle playbooks (onboarding, adoption, renewal readiness, seasonal readiness) that drive measurable customer outcomes Develop strong product knowledge and understand key adoption drivers and blockers across Securly products Identify and qualify expansion signals from telemetry and customer behavior, routing them to Account Managers with clear context Triage inbound customer needs efficiently using structured playbooks and escalation paths Maintain operational excellence in Vitally and Salesforce, including accurate health scores, lifecycle tracking, and account data Adhere to CS Ops–defined playbooks while providing structured feedback to improve journeys, triggers, and automation over time Maintain high data quality across systems to support reporting, forecasting, and portfolio-level decision-making What You’ll Do Execute digital lifecycle programs across onboarding, activation, adoption, and renewal stages Manage a high-volume portfolio using one-to-many engagement strategies Monitor telemetry, engagement signals, and health scores to identify risks and opportunities Trigger and manage automated journeys and targeted outreach based on customer behavior Support customer inquiries using structured playbooks and escalate when appropriate Collaborate with Account Managers to route expansion opportunities with actionable context Partner with CS Ops, Product, and GTM teams to refine digital journeys and improve program performance Maintain accurate and structured data in Vitally and Salesforce to support execution and reporting Identify patterns across your cohort and contribute to improvements in playbooks, segmentation, and automation What You’ve Likely Done Before Executed digital or scaled customer success programs that drive adoption, retention, or engagement outcomes, typically developed over 1+ years in a similar role within K–12 EdTech or SaaS environments Managed a high-volume portfolio using one-to-many engagement strategies such as lifecycle campaigns, webinars, or targeted outreach Supported onboarding and adoption of technology products for educators or administrators, translating product value into clear, actionable guidance Executed digital playbooks across onboarding, activation, or renewal stages to influence product usage at scale Used customer data, telemetry, or health signals to identify risks or opportunities and take action using structured playbooks Operated effectively within CRM and customer success platforms (e.g., Salesforce, Vitally, Gainsight), maintaining structured, high-quality data to support execution and reporting Partnered cross-functionally with Sales, Support, Product, and GTM teams to improve customer journeys and outcomes Ran or contributed to structured programs, testing variations, measuring outcomes, and iterating based on results Identified patterns across customer cohorts and contributed to improving playbooks, workflows, or lifecycle programs Worked within K–12 environments or supported educators and administrators in adopting technology solutions Performance Milestones (First Year Expectations) First 90 Days Complete onboarding and develop working expertise across Securly products and core digital customer workflows Assess your assigned digital cohort using telemetry, usage data, and lifecycle segmentation to identify risks and opportunities Execute and optimize digital lifecycle programs aligned to key education timelines Begin tracking engagement and adoption trends using Vitally and supporting dashboards Drive measurable improvements in defined usage or activation metrics across your cohort Provide structured feedback to CS Ops, GTM, and Product on journey design, content effectiveness, and automation opportunities 6 Months Routinely identify and route qualified expansion signals to Account Managers with clear context and next steps Demonstrate measurable adoption improvements across customer segments Partner with Support and Implementation to identify recurring issues and patterns across your cohort Contribute to refinement of lifecycle playbooks, segmentation strategies, and automation triggers 12 Months Meet and sustain GRR and logo retention targets aligned with departmental goals Maintain high data quality and reporting accuracy across Salesforce and Vitally Lead or contribute to initiatives that improve automation, segmentation, or customer-facing content at scale Demonstrate consistent execution of CS Ops playbooks while documenting learnings and improving program effectiveness over time Tools & Technology You’ll Use Vitally — telemetry, lifecycle automation, digital program execution Salesforce — account data, renewal tracking, signal routing DealHub — renewal configuration (where applicable) GovSpend + AI Gems — expansion research and enrichment Outreach — targeted communications Learn by Securly — scaled training and enablement content Why Join Securly Build scaled-impact programs at a GSV 150–recognized, highly innovative EdTech company serving more than 20 million students Lead digital-first, AI-powered lifecycle programs that influence thousands of school districts Work in a remote, high-trust culture with strong engagement and manager effectiveness Partner cross-functionally with Customer Success Operations, Product, and GTM teams to continuously improve outcomes Access competitive benefits including unlimited PTO, paid holidays, winter shutdown, paid parental leave, comprehensive health coverage, 401(k) match, and professional development support Equal Opportunity Securly is an equal opportunity employer committed to creating a diverse and inclusive workplace. If you require accommodation during the hiring or onboarding process, please contact [email protected]. #LI-Remote #LI-DO1