Customer Success Manager, Digital Touch

As a Customer Success Manager, Digital Touch you will define and execute strategies that drive engagement, adoption, and retention across a large portfolio of accounts, helping transform concussion management and elevate potential globally. Make a measurable impact by shaping programs that empower millions of learners, athletes, and healthcare professionals worldwide.

ImPACT Applications is the gold standard in concussion testing and management, trusted by healthcare providers, schools, and sports organizations for over 20 years. As part of Riverside Insights, ImPACT combines startup energy with the stability of a profitable, fast-growing business. This role offers real ownership, mentorship from senior leadership, and the opportunity to build scalable engagement programs that make a difference for athletes and patients recovering from mild traumatic brain injuries.

In this role, you will:

• Deliver value-driven touchpoints for 90% of accounts each quarter and log interactions in Totango/Salesforce.
• Conduct quarterly retention risk assessments and implement mitigation strategies to reduce churn.
• Monitor accounts for overages and price increase opportunities; incorporate these into renewal discussions.
• Collaborate with Marketing on targeted lead-generation campaigns each quarter.
• Develop and implement onboarding programs ensuring critical feature adoption within 30 days.
• Design automated processes (email campaigns, onboarding sequences) to scale engagement and reduce manual work.
• Partner with internal teams to identify growth opportunities and improve customer experience.

Requirements

Must-Have Qualifications

• Bachelor’s degree in Business, Marketing, or related field.
• Proven experience in Customer Success Management or account management in a SaaS environment.
• Strong skills in customer relationship management, contract negotiations, and retention strategies.
• Ability to analyze customer feedback and leverage data-driven insights for growth opportunities.
• Proficiency in automation and process design for scalable engagement.
• Excellent verbal and written communication skills with a customer-centric approach.
• Familiarity with CRM tools (Salesforce, Totango) and digital engagement platforms.
• Capable of developing and implementing renewal strategies for a large book of business.

Preferred Qualifications

• Experience in healthcare or sports technology.
• Experience in start-up or fast-paced business environments.

Physical Qualifications

• Remote work environment.
• Travel 1–2 times per year for off-site team meetings or conferences.
• May require stationary positions (sitting or standing) for extended periods.

Disclaimer: The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary.

Benefits

• Medical, Dental, and Vision plans
• Company paid basic life and AD&D insurance
• Company paid long-term disability 
• Paid Parental Leave
• Supplemental life insurance options   
• Company paid Employee Assistance Program (EAP)  
• Retirement plan with discretionary company matching   
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options  
• Premium subscription to Calm for employee and dependents  
• 33 days of company paid time off (PTO, Holidays, Wellness Days)   
• Quarterly Focus Days
• Flexible work arrangements 
• Tuition Reimbursement Program 
• Company orientation and 30/60/90 Day Onboarding 

Compensation
A reasonable estimate of the OTE compensation range for this position is $70,000 - $75,000 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; internal pay ranges; and market data/range parameters.

Why Join Our Team?  
At Riverside Insights, achieving real results for students and educators is more than talk – it's what we do. As we grow, so will you, offering the chance to expand your skills on an ambitious, solution-focused team. Join us in making great work possible, where your well-being and dedication to making an impact go hand in hand. If you're ready for an ambitious, collaborative environment, Riverside is the place for you. 

Who is ImPACT?
ImPACT Applications is a leading concussion assessment company, dedicated to providing innovative tools and services for the assessment and management of concussions. We are committed to improving the health and safety of individuals at risk of traumatic brain Injuries through our state-of-the-art products and educational resources. ImPACT is the market leader in concussion assessment and provides valuable neurocognitive data to thousands of healthcare professionals around the world.

https://impacttest.com/

Riverside Insights is an Equal-opportunity Employer 
Riverside Insights provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

Our Commitment to Diversity & Inclusion
At Riverside Insights, every employee has the right to a welcoming and inclusive workplace where their diverse backgrounds, experiences, and perspectives are valued and celebrated. 

Thank you for considering joining our growing team and our mission to help elevate potential globally! Please check out www.riversideinsights.com to learn more about our work.