Magnet Forensics

Customer Success Manager – Digital Touch

Job Description

Role Overview

The Digital Customer Success Manager will play a pivotal role in shaping and delivering an outstanding digital experience for our customers. This role is key to ensuring that customers gain maximum value from our software, using data-driven insights and digital engagement strategies. Reporting to the Customer Success Operations Manager, you will focus on designing and refining the digital customer journey, leveraging automation and technology to enhance the customer experience across multiple touchpoints. 

As a Digital CSM, you’ll drive customer satisfaction, engagement, and retention by managing digital-first communication strategies and fostering a strong community of users. You’ll also be responsible for ensuring smooth onboarding, renewal, and ongoing support processes by utilizing cutting-edge tools such as Gainsight


Key Responsibilities
  • Customer Lifecycle Management:  
  • Develop and optimize digital engagement touchpoints throughout the customer journey, ensuring seamless experience for both new and renewing customers.  
  • Use data analytics to monitor customer behavior, segment audiences, and personalize interactions to drive product adoption and long-term value realization. 

  • Customer Community Engagement:  
  • Along with the Digital Program Manager, help moderate the customer community, encouraging active participation by sparking insightful discussions and sharing relevant content. 
  • Drive customers to the community through innovative methods such as campaigns, webinars, and targeted outreach, to create a thriving, supportive space for peer-to-peer learning. 

  • Content Strategy and Creation:  
  •  Collaborate with marketing, product, and Digital Program Manager to execute targeted digital strategies that inform and engage customers. 
  • Tailor content for different customer segments to meet specific needs and deliver consistent, compelling messaging across all touchpoints. 

  • Customer Journey Mapping and Optimization:  
  • Collaborate with leadership to define and continually refine customer journey maps. 
  • Implement and optimize automated workflows to scale efforts while maintaining a high level of personalization 

    • Qualifications
  • Proven experience in digital customer success, marketing, or a related field with a focus on tech-enabled engagement strategies 
  • Strong written communication skills with the ability to create compelling content tailored to diverse customer personas. 
  • Ability to manage multiple priorities in a fast-paced environment, balancingstrategic initiatives with day-to-day responsibilities.  
  • Demonstrated success in working with complex software products and a strong aptitude for learning new technologies. 
  • Experience with Gainsight or similar customer success platforms is a strong plus. 

    • Apply Now
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