About the Role
Title: Digital Customer Success Manager
Location: Remote (within USA)
Type: Full-time
Workplace: remote
Category: 240 – Customer Success
Job Description:
At Octopus Deploy, we believe in the importance of rest, recharge, and balance. Every year, our team takes a well-earned break during our company-wide shutdown at the end of December. This reflects our core values of supporting our team members and fostering a culture of well-being.
Our hiring process is also part of this commitment to thoughtful engagement. If you’ve applied to a role or are considering applying during this time, we want you to know we’ll be back on January 2, 2025, and will review all applications promptly upon our return.
Thank you for considering Octopus Deploy as the next step in your journey. We look forward to connecting with you in the new year!
Octopus Deploy sets the standard for Continuous Delivery, empowering software teams to deliver value in an agile way. Over 4,000 organizations globally – including Ubisoft, ASOS, Xero, monday.com, Stack Overflow, NASA, and Disney – rely on our Continuous Delivery, GitOps, and release orchestration solutions.
Founded in Australia in 2012, our team of over 300 Octonauts now spans the globe. We combine high growth and big ambitions with a sustainable, balanced working environment. Our revenue has grown consistently between 30–50% every year for the past 8 years, and we’ve been profitable for 10 out of the past 11 years.
We’ve been remote-first since 2015 and work with an uncommon level of transparency. You can read our public handbook to learn how we work. We have a transparent approach to compensation that ensures people doing the same work with the same skill get paid the same, with well-defined career pathways. We foster a supportive, collaborative, and high-trust environment. We leave our job titles at the door and focus on doing what’s best for our customers and team. Our leaders never shy away from answering the tough questions at our all-hands calls or in 1:1s. We conduct interviews and onboarding virtually as part of being a remote-first company.
We’re seeking a Digital Customer Success Manager (CSM) to support our mid-sized customer base. In this role, you’ll manage a large portfolio of accounts, leveraging data-driven strategies to enhance customer engagement, adoption, and success. As a key player in our Customer Success team, you will drive Gross Revenue Retention (GRR) and contribute to growth through lead generation for land-and-expand opportunities.
To help our teams work together effectively, this remote position requires you to be located the United States.
What You’ll Do:
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- Build and maintain a digital-first, scalable approach to managing a high volume of mid-sized customer accounts.
- Design customer journeys using adoption metrics and usage data to personalize touchpoints and outreach campaigns.
- Monitor customer health and usage trends, proactively addressing adoption challenges.
- Serve as the primary point of contact for email-based communication, offering guidance, support, and recommendations to maximize product value.
- Own and deliver on Gross Revenue Retention (GRR) targets.
- Identify upsell, cross-sell, and expansion opportunities based on customer needs and adoption patterns.
- Partner with Sales, Marketing, and Product teams to align strategies for increased customer satisfaction and account growth.
- Utilize customer data and analytics to assess account health and refine engagement strategies.
- Regularly report on performance metrics, including adoption rates, churn risk, and revenue retention.
Your background:
- 2+ years of experience in Customer Success, Account Management, or related roles, preferably in SaaS or tech.
- Proven experience managing a high volume of accounts through digital channels.
- Strong understanding of customer success principles, including adoption and retention strategies.
- Excellent communication and interpersonal skills, particularly in email-based engagement.
- Data-driven mindset with experience leveraging customer insights and analytics.
- Familiarity with tools like Salesforce, Gainsight, or similar customer success platforms is a plus.
- Demonstrated ability to achieve retention and growth targets.
- Self-motivated and capable of working in a fast-paced, results-driven environment.