Remote Digital Customer Success Manager at Employ

Employ is hiring a Remote Digital Customer Success Manager to support customer success across its talent acquisition platforms, including Jobvite, Lever, and JazzHR. Employ helps more than 23,000 global customers improve hiring through ATS solutions, automation, and AI-powered tools.

This remote role is a strong fit for someone with SaaS customer success experience, ticket management skills, and comfort working in a high-volume digital support model.

What You’ll Do

As a Digital Customer Success Manager, you will manage an assigned book of business and help customers get value from Employ’s products. You will support account reviews, monitor NPS and CSAT feedback, and help drive adoption across JazzHR customers.

This role uses digital and one-to-many customer engagement methods. That may include playbooks, templates, webinars, in-app messaging, automated communication, and customer education.

Customer Support and Queue Management

You will also manage higher-complexity tickets while working with Support and other Customer Success Managers. The role includes queue coverage, response-time management, ticket resolution, and service-level expectations.

This position works well for someone who can stay organized, move quickly, and handle customer issues with both speed and quality.

Retention and Customer Advocacy

Employ wants this role to help reduce churn and improve customer retention. You will monitor customer health scores, churn indicators, CSAT results, and NPS feedback.

You will also share customer trends, blockers, and opportunities with Product, Support, Revenue, Renewals, and Sales teams. This makes the role a mix of customer success, support operations, retention, and internal advocacy.

Product Enablement and Digital Engagement

The Digital Customer Success Manager will stay current on product releases, new features, and best practices. You may host live digital office hours, webinars, and Q&A sessions for customer groups.

You will also help improve self-service resources, help center content, playbooks, and automation strategies. This is a good fit for someone who likes documentation, process improvement, and scalable customer support.

Skills and Experience

Employ is looking for someone with 2–4 years of customer-facing SaaS experience, ideally in digital customer success, scaled success, or high-volume account management. Experience with Salesforce Service Cloud or similar ticketing tools is important. Familiarity with Gainsight or another customer success platform is preferred.

The ideal candidate should communicate well through digital channels, follow structured processes, balance competing priorities, and use customer data to identify risks and opportunities.

Benefits

Employ offers a remote-first culture, unlimited PTO, comprehensive medical, dental, and vision benefits, learning and development programs, and career growth opportunities.

This Remote Digital Customer Success Manager role is best for someone who enjoys SaaS customer success, digital engagement, ticket resolution, customer retention, product education, and process improvement.