Digital Customer Success Manager

Employ is transforming how hiring gets done. With our three ATS solutions - Jobvite, Lever, and JazzHR - plus cutting-edge AI Companions, we free recruiters from admin work and give them more time for what matters : connecting with people. More than 23,000 global customers rely on Employ to make millions of candidate connections each year, helping them hire smarter, faster, and at scale. From growing startups to the world’s most recognized brands, we’re redefining what’s possible in talent acquisition.

We’re a fast-moving, remote-first team of builders and innovators who live our people-first philosophy every day. We back it up with flexible work scheduling and paid time off, comprehensive benefits, and career development opportunities that help you thrive. At Employ, you won’t just grow your career - you’ll help millions of others grow theirs.

Come join our team where we have each other’s backs, champion our customers, hold ourselves accountable, and shape what’s next in talent acquisition.

About the Role :

As a Digital / Low-Touch Customer Success Manager , you will play a critical role in scaling our JazzHR customer experience. You’ll manage a broad book of business, leveraging automation, playbooks, and digital engagement strategies to help customers onboard successfully, adopt product features, and realize value.

Unlike traditional CSM roles, this position emphasizes high-volume, digital-first engagement (email campaigns, webinars, office hours, in-app messaging, ticket management, CSAT / NPS follow-up) over 1 : 1 account management. You’ll partner closely with Support and Renewals to ensure customers receive fast, proactive, and consistent outcomes at scale.

What You'll Be Doing :

• Digital Customer Engagement & Adoption :
• Manage an assigned BoB of accounts in which you are responsible for their success, regular 2 / quarter account reviews and NPS and CSAT score feedback.
• Manage a round robin of high-volume book of JazzHR customers through digital and one-to-many channels (playbooks, templates, webinars, in-app, automated comms).
• Proactively engage customers flagged by health scores, churn indicators, or playbook triggers.
• Case & Queue Management :
• Own resolution of higher-complexity tickets while collaborating with Support and other CSMs.
• Contribute to queue coverage by resolving non-assigned customer tickets with speed and quality.
• Monitor and maintain service-level expectations for response and resolution times.
• Customer Advocacy & Retention :
• Own resolution of higher-complexity tickets while collaborating with Support and other CSMs.
• Contribute to queue coverage by resolving non-assigned customer tickets with speed and quality.
• Monitor and maintain service-level expectations for response and resolution times.
• Customer Advocacy & Retention :
• Act as the customer’s voice internally, sharing trends, blockers, and opportunities with Product, Support, and Revenue teams.
• Execute digital playbook strategies to mitigate churn, increase retention, and identify qualified expansion opportunities (CSQLs) for Renewals / Sales.
• Monitor and respond to CSAT / NPS surveys, ensuring timely action per playbook guidelines.
• Product Knowledge & Enablement :
• Stay up to date on product releases, new features, and best practices.
• Host live digital office hours, webinars, or Q&A sessions for groups of customers.
• Support the creation and improvement of self-service help center and playbook content and automation strategies.
• Data-Driven Success :
• Leverage Gainsight, Salesforce, and analytics dashboards to track health, adoption, and engagement.
• Use customer data to identify risk and opportunity patterns and take action via automated or playbook workflows.
• Share reporting and insights to inform internal teams and improve customer outcomes.

What you’ll bring :

Employ is an Equal Opportunity employer.

Employ is an EVerify employer.