Customer Success Manager, Digital

Overview of the Role

As a Digital Customer Success Manager, you will manage a large portfolio of school districts through scalable, digital-first engagement.

This is a high-impact role focused on executing one-to-many lifecycle programs that drive adoption, retention, and expansion across Securly products. You will operate in a structured, programmatic environment using automated journeys, engagement triggers, and cohort-based strategies to support customers at scale.

You will partner closely with Customer Success Operations, Support, Implementation, and GTM teams to ensure risks are identified early, patterns are surfaced, and digital programs continuously improve.

Success in this role comes from combining strong execution, systems thinking, and a deep understanding of how educators derive value from Securly products—without relying on high-touch engagement.

• Location: 100% Remote
• Reports to: Director of Customer Success
• Segment: High-Volume Digital Cohort (lower CARR accounts)

Performance Objectives (First 12 Months)

Consistently meet or exceed GRR and logo retention targets aligned with departmental goals

Execute lifecycle playbooks (onboarding, adoption, renewal readiness, seasonal readiness) that drive measurable customer outcomes

Develop strong product knowledge and understand key adoption drivers and blockers across Securly products

Identify and qualify expansion signals from telemetry and customer behavior, routing them to Account Managers with clear context

Triage inbound customer needs efficiently using structured playbooks and escalation paths

Maintain operational excellence in Vitally and Salesforce, including accurate health scores, lifecycle tracking, and account data

Adhere to CS Ops–defined playbooks while providing structured feedback to improve journeys, triggers, and automation over time

Maintain high data quality across systems to support reporting, forecasting, and portfolio-level decision-making

What You’ll Do

Execute digital lifecycle programs across onboarding, activation, adoption, and renewal stages

Manage a high-volume portfolio using one-to-many engagement strategies

Monitor telemetry, engagement signals, and health scores to identify risks and opportunities

• Trigger and manage automated journeys and targeted outreach based on customer behavior
• Support customer inquiries using structured playbooks and escalate when appropriate
• Collaborate with Account Managers to route expansion opportunities with actionable context

Partner with CS Ops, Product, and GTM teams to refine digital journeys and improve program performance

Maintain accurate and structured data in Vitally and Salesforce to support execution and reporting

Identify patterns across your cohort and contribute to improvements in playbooks, segmentation, and automation

What You’ve Likely Done Before

Executed digital or scaled customer success programs that drive adoption, retention, or engagement outcomes, typically developed over 1+ years in a similar role within K–12 EdTech or SaaS environments

Managed a high-volume portfolio using one-to-many engagement strategies such as lifecycle campaigns, webinars, or targeted outreach

Supported onboarding and adoption of technology products for educators or administrators, translating product value into clear, actionable guidance

Executed digital playbooks across onboarding, activation, or renewal stages to influence product usage at scale

Used customer data, telemetry, or health signals to identify risks or opportunities and take action using structured playbooks

Operated effectively within CRM and customer success platforms (e.g., Salesforce, Vitally, Gainsight), maintaining structured, high-quality data to support execution and reporting

Partnered cross-functionally with Sales, Support, Product, and GTM teams to improve customer journeys and outcomes

Ran or contributed to structured programs, testing variations, measuring outcomes, and iterating based on results

Identified patterns across customer cohorts and contributed to improving playbooks, workflows, or lifecycle programs

Worked within K–12 environments or supported educators and administrators in adopting technology solutions

Performance Milestones (First Year Expectations)

First 90 Days

Complete onboarding and develop working expertise across Securly products and core digital customer workflows

Assess your assigned digital cohort using telemetry, usage data, and lifecycle segmentation to identify risks and opportunities

• Execute and optimize digital lifecycle programs aligned to key education timelines
• Begin tracking engagement and adoption trends using Vitally and supporting dashboards
• Drive measurable improvements in defined usage or activation metrics across your cohort

Provide structured feedback to CS Ops, GTM, and Product on journey design, content effectiveness, and automation opportunities

6 Months

Routinely identify and route qualified expansion signals to Account Managers with clear context and next steps

Demonstrate measurable adoption improvements across customer segments

Partner with Support and Implementation to identify recurring issues and patterns across your cohort

Contribute to refinement of lifecycle playbooks, segmentation strategies, and automation triggers

• 12 Months
• Meet and sustain GRR and logo retention targets aligned with departmental goals
• Maintain high data quality and reporting accuracy across Salesforce and Vitally

Lead or contribute to initiatives that improve automation, segmentation, or customer-facing content at scale

Demonstrate consistent execution of CS Ops playbooks while documenting learnings and improving program effectiveness over time

Tools & Technology You’ll Use

• Vitally — telemetry, lifecycle automation, digital program execution
• Salesforce — account data, renewal tracking, signal routing
• DealHub — renewal configuration (where applicable)
• GovSpend + AI Gems — expansion research and enrichment

Outreach — targeted communications

Learn by Securly — scaled training and enablement content

Why Join Securly

Build scaled-impact programs at a GSV 150–recognized, highly innovative EdTech company serving more than 20 million students

Lead digital-first, AI-powered lifecycle programs that influence thousands of school districts

Work in a remote, high-trust culture with strong engagement and manager effectiveness

Partner cross-functionally with Customer Success Operations, Product, and GTM teams to continuously improve outcomes

Access competitive benefits including unlimited PTO, paid holidays, winter shutdown, paid parental leave, comprehensive health coverage, 401(k) match, and professional development support

Equal Opportunity

Securly is an equal opportunity employer committed to creating a diverse and inclusive workplace. If you require accommodation during the hiring or onboarding process, please contact recruitment@securly.com.

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