[Remote] Digital Touch Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Riverside Insights is dedicated to achieving real results for students and educators. The Digital Touch Customer Success Manager will support customer retention, adoption, and engagement across a large digital portfolio, leveraging automation and data insights to ensure customer success and satisfaction.ResponsibilitiesMaintain regular engagement with a large portfolio of Digital Touch accounts through automated workflows, targeted outreach, and customer callsDeliver 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 neededSupport renewal readiness by identifying risks early and contributing to retention strategiesAssist customers through onboarding milestones to ensure early adoption of key featuresFacilitate training opportunities through webinars, digital resources, and guided product usageIdentify revenue opportunities such as overages or account growth trends and surface insights to leadershipFollow established Customer Success playbooks and lifecycle engagement campaignsCollaborate with Senior CSMs, Marketing, Operations, and Leadership on digital engagement initiativesShare customer feedback to help influence product enhancements and process improvementsSkillsBachelor's degree in business, Marketing, Education, or related field; healthcare or sports tech experience is a plusExperience in SaaS Customer Success, Business Development, Customer Support, or similar customer-facing roles, preferredExperience managing large customer portfolios or scaled customer engagement modelsAbility to interpret CRM insights and customer data to identify trends and recommend proactive outreachStrong customer communication and relationship-building skillsFamiliarity with customer success platforms (Salesforce, Totango) or willingness to learnComfortable delivering training via webinars or digital toolsOrganized and able to manage multiple priorities in a fast-paced, evolving environmentA continuous improvement mindset and interest in automation and workflow optimizationBenefitsMedical, Dental, and Vision plansCompany paid basic life and AD&D insuranceCompany paid long-term disabilityPaid Parental LeaveSupplemental life insurance optionsEmployee Assistance Program (EAP)Retirement plan with discretionary company matchingFlexible Spending Account (FSA) and Health Savings Account (HSA) optionsCalm premium subscription for employee and dependents33 days of company paid time off (PTO, Holidays, Wellness Days)Quarterly Focus DaysFlexible work arrangementsTuition Reimbursement ProgramCompany orientation and structured 30/60/90day onboardingCompany OverviewRiverside 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 https://www.riversideinsights.com.Company H1B SponsorshipRiverside 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.



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