Overview
Digital Customer Success Manager Jobs in United States at Swooped
Title: Digital Customer Success Manager
Company: Swooped
Location: United States
Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.
About the Opportunity
The company is transforming how hiring gets done. With its three ATS solutions – Jobvite, Lever, and JazzHR – plus cutting-edge AI Companions, it frees recruiters from admin work and gives them more time for what matters: connecting with people. More than 23,000 global customers rely on the organization to make millions of candidate connections each year, helping them hire smarter, faster, and at scale. From growing startups to the world’s most recognized brands, the organization is redefining what’s possible in talent acquisition.
The team is a fast-moving, remote-first group of builders and innovators who live a people-first philosophy every day. This is backed up with flexible work scheduling and paid time off, comprehensive benefits, and career development opportunities that help individuals thrive. At the company, you won’t just grow your career – you’ll help millions of others grow theirs.
Join the team where individuals have each other’s backs, champion customers, hold themselves accountable, and shape what’s next in talent acquisition.
Key Responsibilities
Digital Customer Engagement & Adoption:
- Manage an assigned book of business (BoB) of accounts, responsible for their success, regular bi-quarterly account reviews, and NPS and CSAT score feedback.
- Manage a round robin of high-volume JazzHR customers through digital and one-to-many channels (playbooks, templates, webinars, in-app, automated communications).
- Proactively engage customers flagged by health scores, churn indicators, or playbook triggers.
Case & Queue Management:
- Own resolution of higher-complexity tickets while collaborating with Support and other Customer Success Managers (CSMs).
- Contribute to queue coverage by resolving non-assigned customer tickets with speed and quality.
- Monitor and maintain service-level expectations for response and resolution times.
Customer Advocacy & Retention:
- Act as the customer’s voice internally, sharing trends, blockers, and opportunities with Product, Support, and Revenue teams.
- Execute digital playbook strategies to mitigate churn, increase retention, and identify qualified expansion opportunities (CSQLs) for Renewals/Sales.
- Monitor and respond to CSAT/NPS surveys, ensuring timely action per playbook guidelines.
Product Knowledge & Enablement:
- Stay up to date on product releases, new features, and best practices.
- Host live digital office hours, webinars, or Q&A sessions for groups of customers.
- Support the creation and improvement of self-service help center and playbook content and automation strategies.
Data-Driven Success:
- Leverage Gainsight, Salesforce, and analytics dashboards to track health, adoption, and engagement.
- Use customer data to identify risk and opportunity patterns and take action via automated or playbook workflows.
- Share reporting and insights to inform internal teams and improve customer outcomes.
Required Qualifications
- 2–4 years in a customer-facing SaaS role, ideally in digital / scaled success or high-volume account management.
- Experience managing tickets in Salesforce Service Cloud or similar.
- Comfort working in a low-touch, high-volume model with reliance on automation and playbooks.
- Strong written/verbal communication skills, with the ability to engage customers effectively through digital channels.
- Ability to balance competing priorities, multitask effectively, and follow structured processes.
- Customer-centric mindset with a passion for delivering value at scale.
- Familiarity with Gainsight or other CS platforms is preferred.
Why You’ll Love Working Here
- Make an impact: Work will directly shape how thousands of employees experience total rewards at the company — ensuring programs that attract, engage, and retain top talent across the globe.
- Meaningful, mission-driven work: Join a team where operational excellence in HR directly supports the organization’s mission to improve hiring outcomes for both people and businesses.
- Remote-first culture: Work from where you’re most productive while staying connected to a collaborative, high-energy team through virtual-first rituals and regular in-person meetups.
- Unlimited PTO: Trust-based time off so you can recharge and bring your best self to work.
- Comprehensive benefits: Medical, dental, and vision coverage to support you and your family’s health and well-being.
- Learning & development programs: Access to training, mentorship, and development resources to grow skills — from HR operations to total rewards strategy.
The organization believes that when people from different backgrounds and perspectives come together, amazing things happen. It is proud to be an Equal Opportunity Employer, and is committed to creating an environment where everyone feels welcomed, respected, and able to thrive.
The organization does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. It believes that when people feel they belong, they can do their best work and wants every member of the team to feel that sense of belonging.
If accommodation is needed at any stage of the hiring process, please reach out. Support will be provided.
