Digital Customer Success Manager

Reports to:

Director of Customer Success

We’re proud of our 100% support rating at Thought Farmer and the rave reviews clients give us for our amazing customer service. We’re looking for a tech-savvy, process-oriented Digital Customer Success Manager to help us maintain this standard for our growing digital-first customer segment.

This is an intermediate position, best suited for someone with 2-3 years of experience in Customer Success who has a passion for automation and driving value at scale.

Thought Farmer is an intranet product that helps employees at organizations around the world share knowledge, stay informed, and feel connected. Our vision is to make every great company the best place to work.

As our Digital CSM, you will be the architect of the “one-to-many” customer journey. Instead of managing a small handful of accounts, you will look after a large segment of our customers, ensuring they find success through digital touchpoints, automated workflows, and self-service resources.

You will be responsible for driving retention and health across this segment by delivering the right message to the right customer at the right time, without always needing a 1:1 call.

As a Digital Customer Success Manager and a member of the Customer Success team you will:

• Onboard new customers and be their trusted guide during their Thought Farmer implementation by training them on our product and pointing them to the right resources to successfully launch their intranet
• Execute email drip campaigns and digital nurtures that drive product adoption, feature awareness, and best practices
• Curate and create content, including video tutorials, and help centre articles that empower customers to help themselves.
• Investigate new AI tools and identify opportunities to implement them to help streamline customer experience
• Monitor customer health data at scale to identify “at-risk” accounts and trigger automated or low-touch interventions to improve retention.
• Play an active role in the Thought Farmer customer community, focusing on participation and peer-to-peer support among our customers.
• Co-host one-to-many events, such as virtual office hours or group training sessions, to address common customer questions and needs.
• Analyze segment-wide trends to provide the Product and Marketing teams with insights on how to improve the self-service experience.

• You are a systems thinker: you love finding ways to automate repetitive tasks
• You are data-inspired: you enjoy looking at usage metrics to figure out where customers are successful or where they might be getting stuck.
• You are meticulously organized: you work with an exceptional attention to detail.
• You are a relationship builder: you have outstanding communication and interpersonal skills

A degree helps, but we care more about your ability to engage an audience digitally. Do you have a passion for learning? Are you comfortable using technology to amplify your impact? Do you “get” how to move the needle on retention using digital-first strategies?

Successful candidates have the following traits:

• Two years or more of experience in Customer Success within SaaS.
• Experience with digital engagement tools such as email automation (such as Hub Spot), in-app communication (such as Beamer) and Customer Success platforms (Vitally in particular) is a major plus.
• You can write clearly, succinctly, and with a human touch.
• You can put yourself in the customer’s shoes to design a journey that feels personal, even when it’s automated.

We believe in treating people well, compensating them fairly, and supporting them to live fulfilled and balanced lives. We offer great extended benefits, flexible time-off, and professional development opportunities for all staff. We want people to feel they can bring their whole selves to work and strive to offer an environment where everybody feels listened-to, welcome, and safe.

We are committed to accessibility and inclusivity and are always working to evolve and…