Digital Customer Success Lead

Axomic Inc

. Analyze client needs, adoption patterns, existing resources, coverage gaps, and risk or opportunity signals for the pooled portfolio .

Posted 11/11/2026full-timeNew York City • New York • United StatesSenior💰 $100,000 - $125,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing high-volume B2B SaaS customer success portfolios, utilizing AI and automation to enhance customer engagement and outcomes. Proficient in analyzing customer data to identify adoption gaps and create scalable support processes.

Highest-signal resume keywords

Customer Success ExperienceB2B SaaS Portfolio ManagementAI and Automation FluencyData Analysis for Customer EngagementScaled Customer Success Program Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer EngagementData AnalysisTroubleshootingProcess CreationWorkflow Management

Soft Skills

CollaborationCommunicationProblem-Solving

Tools & Technologies

Customer Engagement PlatformsAI ToolsAutomation Software

Industry Keywords

B2B SaaSCustomer Success ManagementPortfolio ManagementClient EngagementProduct Usage Analysis

About the role

Key responsibilities & impact

Analyze client needs, adoption patterns, existing resources, coverage gaps, and risk or opportunity signals for the pooled portfolio
Create repeatable processes for responding to pooled clients' configuration, product, and training questions, with clear escalation paths
Launch segmented engagement plays including targeted outreach, office hours, webinars, lifecycle campaigns, and self-service resources
Translate recurring customer questions and product friction into reusable help content, enablement resources, and recommendations for Product and CS leadership
Use customer health, product usage, and engagement data to prioritize outreach, identify adoption gaps, measure program effectiveness, and recommend where human attention will have the greatest impact
Define the ideal profile for pooled coverage and create a scalable way to identify eligible clients from CSM-owned books
Guide clients through OpenAsset Source workflows, troubleshoot configuration and workflow questions, and connect Shred or broader platform opportunities to Account Managers and product specialists
Use AI and automation to draft and personalize communications, summarize interactions, surface recurring patterns, and improve customer support speed and relevance while validating outputs
Collaborate with CS leadership, Account Managers, CSMs, Product, Marketing, Operations, Sales Engineers, and technical teams

Requirements

What you’ll need

3–5 years of relevant customer success experience
Experience managing a high-volume portfolio of 150–200 or more accounts in a B2B SaaS environment
Hands-on experience building and running a scaled or digital customer success program for a large SaaS portfolio, including one-to-many engagement
Technical and AI fluency
Ability to learn SaaS products, troubleshoot configuration and workflow questions, and use AI, automation, customer engagement platforms, and usage data to improve customer outcomes at scale
A bachelor's degree or equivalent practical experience is preferred
This position is not eligible for visa sponsorship

Benefits

Comp & perks

Competitive salary
Medical / Dental / Vision coverage — 100% employer-paid for employees, 50% employer-paid for dependents
20 days paid time off per year + federal holidays
5 paid sick days
Work from home flexibility
Commuter benefits
401k with employer match (via Empower Retirement)
Paid parental leave
Career growth and development opportunities