Customer Success Manager, Digital Touch

As a Customer Success Manager, Digital Touch, you will support customer retention, adoption, and engagement across a large digital portfolio of accounts. This role leverages automation, data insights, and targeted customer interactions to ensure customers onboard successfully, utilize the platform effectively, and renew year after year. While operationally supported by digital workflows, this is a customer-facing role that requires strong communication skills, the ability to interpret customer data, and a passion for helping customers succeed. 

 This role is ideal for individuals early in their SaaS Career, or those with strong customer experience backgrounds who enjoy problem-solving and building customer relationships. 

In this role you will get to: 

• Maintain regular engagement with a large portfolio of Digital Touch accounts through automated workflows, targeted outreach, and customer calls. 

• Deliver value-driven customer touchpoints and log all interactions in CRM tools (Salesforce, Totango). 

• Monitor account health, usage signals, and churn-risk indicators and escalate or intervene as needed. 

• Support renewal readiness by identifying risks early and contributing to retention strategies. 

• Assist customers through onboarding milestones to ensure early adoption of key features. 

• Facilitate training opportunities through webinars, digital resources, and guided product usage. 

• Identify revenue opportunities such as overages or account growth trends and surface insights to leadership. 

• Follow established Customer Success playbooks and lifecycle engagement campaigns. 

• Collaborate with Senior CSMs, Marketing, Operations, and Leadership on digital engagement initiatives. 

• Share customer feedback to help influence product enhancements and process improvements. 

Disclaimer 

Disclaimer The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary. 

Requirements

Must-Have Qualifications

• Bachelor’s degree in business, Marketing, Education, or related field; healthcare or sports tech experience is a plus. 

• Experience in SaaS Customer Success, Business Development, Customer Support, or similar customer-facing roles, preferred.  

• Experience managing large customer portfolios or scaled customer engagement models. 

• Ability to interpret CRM insights and customer data to identify trends and recommend proactive outreach. 

• Strong customer communication and relationship-building skills. 

• Familiarity with customer success platforms (Salesforce, Totango) or willingness to learn. 

• Comfortable delivering training via webinars or digital tools. 

• Organized and able to manage multiple priorities in a fast-paced, evolving environment. 

• A continuous improvement mindset and interest in automation and workflow optimization. 

Physical Requirements 

• Remote work environment 

• Travel 1–2 times per year for team meetings or conferences 

• Ability to remain in a stationary position for extended periods 

Benefits

Why Join Our Team? 

At Riverside Insights, achieving real results for students and educators is more than talk, it is what we do. As we grow, so will you, offering the chance to expand your skills on an ambitious, solution-focused team. Join us in making great work possible, where your well-being and dedication to making an impact go hand in hand. If you are ready for an ambitious, collaborative environment, Riverside is the place for you. 

Benefits 

• Medical, Dental, and Vision plans 

• Company paid basic life and AD&D insurance 

• Company paid long-term disability 

• Paid Parental Leave 

• Supplemental life insurance options 

• Employee Assistance Program (EAP) 

• Retirement plan with discretionary company matching 

• Flexible Spending Account (FSA) and Health Savings Account (HSA) options 

• Calm premium subscription for employee and dependents 

• 33 days of company paid time off (PTO, Holidays, Wellness Days) 

• Quarterly Focus Days 

• Flexible work arrangements 

• Tuition Reimbursement Progr