[Remote] Customer Success Manager, Digital Touch

Note: The job is a remote job and is open to candidates in USA. Riverside Insights is a company focused on achieving real results for students and educators. The Customer Success Manager, Digital Touch will support customer retention, adoption, and engagement across a large digital portfolio of accounts, leveraging automation and data insights to enhance customer success. Responsibilities • 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 Skills • 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 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 Company Overview • Riverside Insights is a provider of educational and clinical assessments that play a key role in helping individuals elevate their learning. It was founded in 2018, and is headquartered in Itasca, Illinois, USA, with a workforce of 201-500 employees. Its website is Company H1B Sponsorship • Riverside Insights has a track record of offering H1B sponsorships, with 3 in 2025, 4 in 2024, 3 in 2023, 1 in 2021, 4 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply Now