#Description#
What makes Employ unique is that we offer three distinct ATS solutions—JazzHR, Lever, and Jobvite—designed to serve businesses at every stage of growth. We’re also building AI Companions to support recruiters throughout the hiring journey, with a focus on screening, interviewing, and sourcing.
We’re deeply committed to data security and compliance, partnering with IBM watsonx.governance to ensure end-to-end, always-on protection.
Today, more than 23,000 companies, including e.l.f. Beauty, Shutterfly, Pure Barre, and Spotify, trust Employ to help them hire smarter, faster, and more efficiently.
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:
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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.
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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).
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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:
- 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:
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2–4 years in a customer-facing SaaS role, ideally in digital / scaled success or high-volume account management.
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Experience managing tickets in Salesforce Service Cloud or similar.
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Comfort working in a low-touch, high-volume model with reliance on automation and playbooks.
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Strong written/verbal communication skills, with the ability to engage customers effectively through digital channels.
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Ability to balance competing priorities, multitask effectively, and follow structured processes.
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Customer-centric mindset with a passion for delivering value at scale.
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Familiarity with Gainsight or other CS platforms preferred.
Employ is an Equal Opportunity employer.
Employ is an EVerify employer.
