Job Description
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 [email protected].
