Digital Customer Success Manager at ClosingLock

Austin, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

27 Apr, 26

Salary

0.0

Posted On

27 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Retention, Implementation, SaaS, Technology, CRM Platforms, Data Analysis, Customer Engagement, Process Optimization, Renewals, Upselling, Educational Content, Collaboration, Customer Relationships, Risk Management

Industry

Software Development

Description

About the Role We’re seeking a proactive and organized Digital Customer Success Manager (CSM) to support and grow a large book of customers through one-to-many engagement. This role combines onboarding/implementation and ongoing account management at scale—meaning you’ll guide customers through setup, drive adoption, and ensure long-term satisfaction and retention through scalable processes and digital touch points. If you're passionate about building customer relationships and directly impacting retention and growth, enjoy optimizing processes, and thrive in a high-volume environment, this is an excellent opportunity to help shape a critical function at Closinglock. What You’ll Do Own the end-to-end lifecycle for a large book of business, using our digital success platform to deliver value at scale. Lead Implementation and Onboarding for new customers in your segment—ensuring smooth setup and early success. Proactively manage renewals and contribute to net revenue retention by identifying potential areas for customer growth and expansion. Help design and execute automated campaigns, tech-touch playbooks, and educational content (webinars, videos, articles) to guide customers and drive product adoption. Master our customer health analytics to identify and act on risks and opportunities, triggering targeted outreach to ensure long-term success. Collaborate with our Product, Marketing, and Support teams, translating customer data and feedback into actionable insights that improve the overall customer experience. While escalating complex technical issues, you will be the primary resource for your customers' success and strategic needs. What You Bring 2+ years of experience in a Customer Success, Account Management, Retention or Implementation role, ideally in SaaS or tech. Proven experience managing a portfolio of customers through tech-touch or one-to-many programs. You thrive in a fast-paced environment and have a knack for managing multiple priorities and building efficient workflows. You're not just comfortable with, but excited by technology. Hands-on experience with CS or CRM platforms (like HubSpot, Gainsight, Catalyst, Zendesk) is essential. Experience in a role with direct responsibility for renewals, upselling, or other commercial targets is highly desirable. You understand the commercial side of customer relationships. Especially when engaging customers remotely, you have the ability to turn data into compelling stories and actionable plans. You have a passion for helping people succeed. This is a full-time, in-person position in our Austin, TX office. Perks & Benefits At Closinglock, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. These benefits include: Competitive salary Equity compensation Medical, dental, vision, and life insurance Unlimited PTO 401(k) match Maternity/paternity leave Fully-subsidized downtown parking Weekly lunch stipend Full access to onsite gym and locker rooms Monthly team get-togethers (Lunches, social events, sports outings, etc) Closinglock is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Responsibilities

The Digital Customer Success Manager will own the end-to-end lifecycle for a large book of business, ensuring smooth onboarding and driving product adoption. They will also proactively manage renewals and contribute to net revenue retention through targeted outreach and collaboration with various teams.