Digital Customer Success Manager

About the role: 

We’re hiring a Digital Customer Success Manager to lead and scale the digital customer experience at Duro, with a focus on retention and growth post-onboarding. In this role, you’ll combine data-driven strategy with practical execution to improve retention rates via self-serve enablement and adoption/expansion across the Altium platform. 

As Duro grows, the Customer Success team is focused on building proactive customer management in a one-to-many motion. You will build, test, and grow a best-in-class digital experience for our customers.

You’ll partner closely with Product, Marketing, and Sales to own the digital journey and continuously improve customer outcomes. This role is ideal for someone who is both analytical and empathetic: you make decisions using data and understand users deeply through their behaviors.

 A day in the life of our Digital Customer Success Manager:

• Create and own digital playbooks that drive adoption, engagement, and expansion. This may include email campaigns, in-product tooltips or guidance, documentation, etc.
• Define and optimize customer health scoring, churn risk indicators, and expansion opportunity signals; finetune digital playbooks and build indicators to show when human CSMs or sales should get involved.
• Support & build digital self-serve success content (help articles, guided tours, video walkthroughs, in-app messaging).
• Collaborate with Product and Engineering to prioritize UX improvements that drive key success metrics.
• Partner with Marketing to engage and re-engage users with targeted lifecycle campaigns.
• Own KPIs around activation, adoption, usage, retention, and expansion.

Who We’re Looking For:

• You have a customer-first mindset, and experience in Customer Success, Growth, Product Operations, Digital Success, or a related role - or a background in engineering & manufacturing.
• You’re data-driven - you make decisions using metrics, cohort analysis, and experimentation.
• You have strong communication skills and are able to simplify complex workflows into actionable user guidance.
• You’re comfortable with analytics tools (e.g., Posthog, Mixpanel), CRM/CS tools (e.g., Salesforce, HubSpot, Vitally), and experimentation frameworks.
• You are curious about user behavior, and ready to improve workflows through both qualitative and quantitative insights.
• You take a collaborative and proactive approach; you enjoy partnering across teams to define and deliver solutions.

Requirements:

• Bachelor's Degree in engineering, business, or a related field; or equivalent experience.
• 2+ years experience in customer-facing technical roles such as customer success, account management, sales engineering, or sales; or equivalent experience in the hardware industry.
• Empathy and proactive problem solving: the ability to deeply understand client needs, celebrate wins, and identify risks.
• Excellent written & verbal communication skills: must be able to explain complex information in a clear, concise, and accurate manner.
• Adaptability, curiosity, and user-centricity: a quick learner who understands new technologies and processes, while always putting the end-user first.
• Critical thinking & analytical skills: using data to identify adoption patterns, customer health and risks, and test new tactics

The salary range for this role is $93,000 to $122,000. Actual compensation packages within this range are based on a wide array of factors unique to each candidate and role requirements, including but not limited to skill set, years and depth of experience, certifications, and specific location.

Our Benefits

• 🏥 Medical, Dental, Vision Plans and HSA and FSA accounts
• ❤️ Basic Life and AD&D insurance; disability coverage where applicable  
• 🌅 Retirement 401(k) Plan Option with Altium match
• 🧘 Employee Assistance Program
• 🏖 Paid holidays plus a “Choice Day” off per quarter      
• ✈️ Paid time-off on arising schedule upon key milestones
• 🤒 Sick time for Dr. appointments or family health needs  
• 👶 Family medical, maternity, paternity, and military leave
• 🏡 Flexible working arrangements available based on role and location
• 🥳 Employee referral program  
• 🌍 Remote working abroad program
• 📚 Professional development support and resources
• 🥪 Free lunch, snacks, and drinks in the office
• 🚗 Free parking