Digital Customer Success Manager

About Perceptyx At Perceptyx, we’re on a mission to help organizations turn employee insights into measurable impact. Our AI-enabled employee experience platform leverages the science of listening, behavioral nudges, and predictive analytics to help clients elevate engagement, retention, and performance. We’re a team of innovators fueled by purpose, collaboration and excellence and we’re looking for someone who wants to play at the highest level.

The Opportunity In this role, you’ll drive measurable value, retention, and expansion across a digital portfolio of customers. You’ll combine Customer Success expertise with scalable, AI-enabled engagement - designing digital touchpoints, automations, and lifecycle programs that guide adoption, influence renewal, and surface growth opportunities. This role blends CSM execution with CS Ops thinking: using data, product usage, and predictive signals to prioritize engagement, automate workflows, and trigger selective high-touch moments tied to renewal, risk, or executive alignment. You’ll also help shape our digital CS motion beyond your own book by documenting best practices and contributing to repeatable frameworks.

What You’ll Do Own onboarding, adoption, renewal, and expansion across a digital-tier customer portfolio Use data, product insights, and AI-enabled tools to monitor health, predict risk, and identify opportunities Execute digitally scaled engagement: lifecycle campaigns, automated nudges/CBRs, onboarding sequences, education content, and office hours Apply judgment to invest high-touch only when tied to renewal, value realization, or growth Partner cross-functionally (Product, Sales, Marketing, Education, CS Ops) to surface feedback and improve programs Contribute to CS frameworks, playbooks, and repeatable motions that scale across customer cohorts

What You’ll Bring 3–5 years in Customer Success, Account Management, or digital engagement in B2B SaaS Strong commercial acumen and confidence supporting renewals and identifying expansion paths Exposure to digital-first CS motions (automations, playbooks, lifecycle programs) Comfortable using AI-enabled tools for customer insights, automation, content creation, forecasting, and risk detection Analytical mindset with ability to interpret product usage, health metrics, and value signals Excellent communication and executive-facing presence Organized, self-starter attitude with ability to manage multiple accounts at scale Interest in growing toward advanced strategic CSM or CS Operations roles

Bonus Points If You Have :

• Experience in employee experience, HR tech or people analytics.
• Background with AI-driven platforms or analytics-led solutions.
• Why You’ll Love Working Here
• Meaningful work improving the lives of employees at global organizations
• A highly collaborative and supportive team culture
• Flexible remote work environment
• Opportunity to drive impactful products at scale
• We are a team built on purpose, not perfection.

The game is changing, and we're writing the new playbook. Our goals are ambitious, and we know that building the future requires diverse perspectives and skills. If you're excited about this role, but your experience doesn't align perfectly with every qualification, we still encourage you to apply. We're looking for people who are accountable, customer-centric, and innovative. We believe that talent thrives when we empower leaders to grow and evolve. So, apply anyway. You might be just the right person for this role or another opportunity on our team

Benefits:

We Care About The Whole Person 🫶 Healthy medical, dental, and vision insurance for you and your family Generous Maternity, Paternity, and Adopter leave benefits with flexibility on when you use this benefit Compassionate Care Program with paid time off to care for family members Generous Bereavement Leave that also supports Pet Parents Canadian employees contribute to a pension plan. Perceptyx will provide an employer match for the pension.

Flexible Time Away 🏝 As hard as we work, we also know how essential it is to take time away to rest and recharge. We offer flexible paid vacation with the expectation that every team member enjoys at least 10 business days per calendar year. 15 paid holidays per calendar year.

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Perceptyx Equal Employment Opportunity Policy:

Perceptyx celebrates diversity and an inclusive environment. We focus on providing an environment of mutual respect where equal employment opportunities are available to all employees and applicants for employment. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Perceptyx’s policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All aspects of employment are decided on the basis of qualifications, knowledge, merit, and business needs.