Riverside Insights
Customer Success Manager, Digital Touch
CRM
SaaS
Salesforce
Edtech.com's Summary
Riverside Insights is hiring a Customer Success Manager, Digital Touch. This role involves managing a large portfolio of digital accounts to drive customer retention, adoption, and engagement by leveraging automation, data insights, and targeted interactions. The manager will ensure successful onboarding, monitor account health, support renewals, and collaborate with internal teams to enhance the customer experience.
Highlights
- Manage engagement with a large portfolio of digital accounts using automated workflows and personalized outreach.
- Utilize CRM tools like Salesforce and Totango to track interactions and monitor customer health.
- Identify early signs of churn risk and intervene to support renewal readiness and retention strategies.
- Facilitate customer onboarding and training through webinars and digital resources.
- Spot opportunities for revenue growth and communicate insights to leadership.
- Follow established customer success playbooks and digital lifecycle campaigns.
- Collaborate with Senior CSMs, Marketing, Operations, and Leadership on engagement initiatives.
- Bachelor's degree in business, marketing, education, or related field; experience in SaaS or customer-facing roles preferred.
- Strong communication skills, ability to interpret CRM data, and familiarity or willingness to learn customer success platforms.
- Compensation ranges from $60,000 to $65,000 base plus a competitive bonus structure.
Customer Success Manager, Digital Touch Full Description
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 Program
- Company orientation and structured 30/60/90day onboarding
Compensation
A reasonable estimate of the compensation range for this position is $60,000 – $65,000 base + competitive bonus structure. This range is specific to the United States and may vary based on skills, experience, certifications, and internal pay structures.
Who is ImPACT?
ImPACT Applications is a leading concussion assessment company providing innovative tools that support the evaluation and management of concussions. Our solutions deliver valuable neurocognitive data to thousands of healthcare professionals worldwide.
Riverside Insights is an Equal Opportunity Employer
We prohibit discrimination of any kind and celebrate the diversity of our employees. Every individual has the right to a welcoming and inclusive workplace.
Our Commitment to Diversity & Inclusion
We value and celebrate diverse backgrounds, experiences, and perspectives. Thank you for considering joining our mission to elevate potential globally
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