Digital Customer Success Manager

Digital Customer Engagement & Adoption:

• Manage a broad book of JazzHR customers through automated playbooks, templates, webinars, and in-app messaging to scale proactive engagement.
• Conduct regular quarterly account reviews and respond to health score triggers or churn indicators to ensure customer success and feedback.

Case & Queue Management:

• Resolve higher-complexity customer tickets while collaborating with Support teams to maintain fast and quality service outcomes.
• Monitor and uphold service-level expectations for response and resolution times across assigned and non-assigned ticket queues.

Customer Advocacy & Retention:

• Act as the internal voice for customers by sharing trends and opportunities with Product, Support, and Revenue teams to improve outcomes.
• Execute digital playbooks to reduce churn, boost retention, and identify qualified sales leads for the Renewals and Sales teams.

Product Knowledge & Enablement:

• Stay updated on product releases and best practices, hosting digital office hours and webinars to enable groups of customers effectively.
• Support the creation and improvement of self-service help center content and automation strategies to enhance customer enablement.