Digital Customer Success Manager

InvGate is a fast-growing, innovative Software-as-a-Service (SaaS) company revolutionizing the ITSM and ITAM industries. As we continue to scale and evolve, we're seeking an Accounting and FP&A Analyst who thrives in a dynamic, high-growth environment to join our team and support our accounting, reporting, planning, and forecasting efforts.

We’re looking for a Digital Customer Success Manager (DCSM) to lead scalable, tech-enabled programs that drive product adoption, retention, and revenue growth across our low-touch customer segment. This role is critical to transforming how we deliver success at scale- leveraging automation, data, and lifecycle content to provide proactive, efficient, and value-driven experiences.

The ideal candidate is strategic, data-savvy, an excellent communicator, skilled at solving problems, and passionate about creating impact through digital engagement. They thrive in a fast-paced environment, are comfortable with continuous learning and iteration, and have a strong sense of ownership over customer outcomes. You’ll work cross-functionally with Support, Product, Marketing, and Revenue teams to turn insights into actions and touchpoints into results.

Key Responsibilities:

• Design and execute digital CS programs across the customer lifecycle: onboarding, adoption, value realization, and renewal.


• Own the strategy and performance of our low-touch segment, driving outcomes at scale with minimal manual effort.


• Analyze the full customer lifecycle and implement digital strategies to enhance experience and retention, as well as map key milestones and deliver automated touchpoints accordingly.


• Manage proactive and reactive customer communication across digital channels (email, chat, in-app).


• Identify friction points and deliver timely interventions to ensure success.


• Create, optimize, and manage automated customer journeys (emails, in-app messages, webinars, etc.) that educate, activate, and retain users.


• Develop and monitor customer health metrics and lifecycle KPIs using tools like HubSpot. 


• Collaborate on building digital success playbooks, processes, and success benchmarks.


• Partner with Product and Marketing to continuously improve self-service resources and feature adoption.


• Contribute to Customer Success team OKRs, especially around retention, net revenue retention (NRR), and product usage. 

Requirements:

• 1–2 years in Customer Success, Lifecycle Marketing, Growth, or similar roles in a SaaS environment.
  
  


• Proven experience managing scaled or low-touch customer segments.
  
  


• Strong command of digital engagement tools (HubSpot, Intercom, Gainsight PX, Pendo, etc.).
  
  


• Data-driven and able to extract insights from usage data and health metrics to shape actions.
  
  


• Exceptional communication skills and project management ability.
  
  


• Strong customer empathy and ability to collaborate cross-functionally in a dynamic environment.
  
  


• Fluent in English and Spanish (written and verbal).

We offer real opportunities for professional development, fully covered English classes, technical training both in-house and at educational centers, top-tier health insurance, a fixed amount for purchases in the food sector, reimbursement for remote work, and extended vacation and paternity leave.