Revenera helps product executives build better products, accelerate time to value and monetize what matters. Revenera's leading solutions help software and technology companies drive top line revenue with modern software monetization, understand usage and compliance with software usage analytics, empower the use of open source with software composition analysis and deliver an excellent user experiencefor embedded, on premises, cloud, and SaaS products.
Revenera is seeking a
Senior Digital Customer Success Manager to manage a strategic portfolio of customers at scale. This role is ideal for an experienced customer success professional who enjoys coaching others, shaping strategy, and remaining hands on with customers in a digital first environment.
As a
Senior Digital Customer Success Manager, you will balance mentoring, execution, and strategic influence. You will be accountable for consistency of the digital customer experience, and measurable outcomes across adoption, retention, and customer value while directly managing a subset of high impact or strategically important accounts through digital engagement models.
This role sits within Revenera's Digital Customer Success Team and is a key contributor to our top strategic priority: Customer Success.
What the Role Is All About:
The
Senior Digital Customer Success Manager delivers a best in class, scalable, and self-service led customer experience, enabling customers to achieve outcomes efficiently and independently with Revenera's solutions.
As
Senior Digital Customer Success Manager, you will:
- Coach and support Digital CSMs to operate effectively at scale
- Drive consistency and excellence in digital engagement practices
- Help shape and evolve Revenera's scaled coverage model, ensuring the right balance of automation, self-service, and human touch
- Influence how we design, measure, and evolve the digital customer journey
- Act as a point of escalation and strategic partner for customers and internal stakeholders
- You will lead by example combining strong leadership with hands on customer ownership and a data driven mindset.
Key Responsibilities:
Team Enablement
- Provide coaching and mentorship to Digital Customer Success Managers, enabling strong performance, continuous growth, and career advancement
- Foster a collaborative, customer first culture focused on continuous improvement and experimentation.
- Support onboarding, enablement, and best practice sharing across the Digital CS team.
Strategic Customer Ownership (At Scale)
- Own a strategic portfolio of customers, managed through digital engagement models, ensuring adoption, value realization, and retention.
- Serve as an escalation point for complex customer situations and high impact engagements.
- Partner with customers to align Revenera solutions to business outcomes, translating technical value into executive level insights.
- Identify and act on expansion signals surfaced through digital engagement, usage data, and lifecycle programs.
Digital Strategy & Execution
- Execute and continuously improve Revenera's digital customer success strategy, ensuring scalability without sacrificing customer experience.
- Own and evolve digital customer success tooling, platforms, and automation, ensuring effective adoption by the team and measurable impact.
- Leverage customer telemetry, health scores, and usage data to guide proactive engagement, prioritization, and intervention.
- Own and evolve scalable lifecycle programs (onboarding, adoption, renewal) and actively participate in their execution to model best practices, ensure quality, and drive outcomes at scale.
- Collaborate cross functionally with Product, Sales, Support, Marketing, and Services to ensure seamless customer journeys.
- Act as an internal advocate for customers, using insights and success stories to influence roadmap, process, and program design.
Measurement & Impact
- Define, track, and report on KPIs related to adoption, engagement, retention, expansion, and digital program effectiveness.
- Use data to identify trends, risks, and opportunities across the customer base and team portfolio.
- Communicate results and insights clearly to senior leadership and stakeholders.
Skills & Capabilities
- Team Leadership: Proven ability to coach, motivate, and mentor in high performing teams.
- Strategic Thinking: Able to balance day to day execution with longer term planning, including scaled coverage and lifecycle strategy.
- Customer Engagement: Strong executive presence with the ability to translate between technical and business conversations.
- Operational Excellence: Highly organized, structured, and comfortable managing complexity, tooling, and automation at scale.
- Analytical & Creative Mindset: Data driven decision maker who also brings creativity to digital engagement and customer experience design.
- Influence Without Authority: Skilled at aligning cross functional teams around shared outcomes.
Requirements:
- 4+ years of experience in Strategic Customer Success, Account Management, or a related customer facing role, ideally within a SaaS or technology company.
- Demonstrated success managing customers at scale using digital, automated, or programmatic engagement models.
- Strong analytical skills with experience using customer health, usage data, and KPIs to drive outcomes.
- Proven ability to lead cross functional initiatives and influence stakeholders at multiple levels.
- Solid understanding of how enterprise software is sold, adopted, renewed, and expanded.
- Experience or familiarity with software monetization, entitlement management, usage analytics, SaaS, or hybrid software models is highly desirable.
Revenera is proud to be an equal opportunity employer. Qualified applicants will be considered for open roles regardless of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by local/national laws, policies and/or regulations. Regarding disability, we encourage candidates requiring accommodations to please let us know by emailing [Confidential Information]
.
