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Location: Hybrid/In Office in Lehi, Utah or Cedar Park/Round Rock, Texas.
*This role is eligible for REMOTE work; however, candidates must reside in one of the following states: Utah, Texas, Tennessee, Florida, North Carolina or Alaska
Team: Customer Success

The Digital Customer Success Manager (Digital CSM) will be the architect and owner of SalesRabbit’s digital-first customer success experience. In this newly created role, you’ll be responsible for building and launching our digital CS motion—creating processes, automations, and playbooks to deliver proactive, tech-enabled support to our high-volume SMB customer base. You’ll work closely with Marketing, Product, Engineering, CSMs, and Customer Success leadership to ensure SalesRabbit’s customers receive timely, scalable, and high-impact engagement throughout their lifecycle.

This is a high-ownership, high-impact role for someone who thrives in ambiguity, is passionate about customer outcomes, and has a proven track record of designing scalable digital customer success programs. While you’ll be responsible for building the digital CS motion from the ground up, you’ll have access to the foundational tools and leadership support needed to drive success.

Who We Are: SalesRabbit is the leader in field sales, operating as the only fully integrated field sales management platform, continuously evolving enterprise-ready selling solutions.

Where We’re Headed: HQ in Lehi, Utah, with a new location near Austin, Texas and with 100+ employees, SalesRabbit continues to grow and establish itself as the leading solution for field sales teams and organizations.

The Secret to Our Success: We put our employees first. Along with competitive pay and benefits, we offer our employees all the comfort you’d expect from a high-growth SaaS company.

To be a great fit at SalesRabbit, you should:

• Have a strong sense of curiosity and love improving processes
• Be both humble and confident—comfortable leading, but always learning
• Thrive in a fast-moving, high-growth environment
• Love customers and helping them succeed
• Be willing to roll up your sleeves and build

Responsibilities

• Design, build, and launch SalesRabbit’s digital customer success strategy, determining the vision, roadmap, and KPIs for a scalable, automated CS program
• Develop and implement automation workflows, in-app messaging, lifecycle campaigns, and health monitoring systems to proactively engage customers at scale, using data-driven triggers and behavioral signals
• Create digital onboarding and education resources (e.g., tutorials, webinars, FAQs, in-app guides) to empower customers to become self-sufficient and successful with SalesRabbit
• Collaborate cross-functionally with Marketing, Product, Engineering, and Support to align digital CS initiatives with platform features, customer journeys, and company objectives
• Analyze customer data and health metrics (TTV, CSAT, CES, NPS, product adoption, etc.) to identify patterns, friction points, and opportunities for proactive intervention
• Continuously iterate and optimize the digital CS program based on customer feedback, business goals, and emerging best practices.
• Serve as the primary internal expert and champion for digital-first customer success, training the broader CS team and helping scale best practices as the program grows
• Establish systems to monitor, report, and act on digital engagement and customer success outcomes
• Serve as the strategic driver of digital-first engagement for SMB customers, ensuring their needs are anticipated and addressed through scalable, tech-enabled channels
• Stay informed on digital CS trends and recommend new tools, platforms, or strategies to keep SalesRabbit’s digital CS program best-in-class
• Success in this role will be measured by reductions in time-to-value (TTV), increases in customer engagement and adoption rates, and improvements in retention rates and CSAT scores across the SMB segment
• Perform other duties as assigned to support the needs of SMB customers and the broader Customer Experience organization
• Travel to customer and industry events may be required, up to 15% of the time

Qualifications

Knowledge, Skills, and Abilities:

• Proven experience building digital customer success programs from the ground up in a SaaS environment
• Deep familiarity with CS and automation tools (Salesforce, Zendesk, Chameleon, Intercom, Gainsight, Planhat, etc.)
• Strong understanding of customer health metrics (TTV, CSAT, CES, NPS) and experience using data to drive engagement and retention
• Excellent analytical skills and ability to interpret customer data to inform digital strategy
• Exceptional communication skills, with the ability to explain technical concepts to diverse audiences
• Project management skills to drive digital CS initiatives from concept to execution
• Highly autonomous, proactive, and entrepreneurial mindset—able to thrive in a “build mode” environment
• Collaborative spirit; effective at working cross-functionally with Marketing, Product, Engineering, and Customer Success teams
• Experience designing or managing customer onboarding journeys at scale

Preferred Education and Experience:

• Bachelor’s degree in business, technology, or related field preferred (or equivalent relevant experience)
• 3+ years in digital customer success, SaaS, or technology roles, with hands-on experience in process design, automation, and program implementation
• Experience in fast-paced SaaS or startup environments is strongly preferred

Benefits:

• 10 paid holidays
• 20 days of PTO
• 401(k) 100% matching up to 4% of salary (vesting is immediate)
• Company phone plan covering service for employee and spouse/child
• Onsite gym
• Fully stocked break room and weekly catered lunches
• Corporate passes
• Women’s group

SalesRabbit is proud to be an equal opportunity employer and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

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