[Remote] Customer Success Manager, Digital Touch

Note: The job is a remote job and is open to candidates in USA. Riverside Insights is a company focused on achieving real results for students and educators. The Customer Success Manager, Digital Touch will support customer retention, adoption, and engagement across a large digital portfolio of accounts, leveraging automation and data insights to enhance customer success.

Responsibilities

• 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

Skills

• 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

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 Program
• Company orientation and structured 30/60/90day onboarding

Company Overview

Company H1B Sponsorship