Digital Customer Success Manager

Overview

Own customer success, retention, renewals and growth across an unassigned portfolio of 14,000+ small business accounts without named Account Executives, using scalable digital content, campaigns and data-driven prioritization.

What you'll do

• Analyze the unassigned account pool to segment clients by potential, risk and product fit.
• Design and execute one-to-many outbound strategies (email campaigns, content series, webinars) to surface upsell and cross-sell opportunities.
• Build repeatable digital plays that move clients from reactive service toward proactive growth.
• Extract and analyze performance and relationship data to measure campaign impact across the population.
• Build content and micro-learning journeys (email campaigns, webinars, help resources, videos, slide decks, tutorials, in-app messaging, one-pagers) educating clients and brokers on product features, legislative updates and best practices.
• Partner with Marketing, Product, Instructional Design and Communications to plan, produce and ship content for a high-volume audience.
• Maintain a content customer enablement calendar and iterate based on engagement and performance data.
• Evaluate performance metrics across structured content pathways to identify high-performing assets and guide digital strategy.
• Own end-to-end renewal management for the unassigned portfolio, ensuring zero lapse in service.
• Build and maintain scalable renewal workflows (automated reminders, digital renewal packets, self-service renewal paths).
• Monitor renewal timelines and health signals, flagging at-risk renewals for early intervention.
• Track renewal rate as a core success metric and refine renewal content and cadence based on what drives completion.
• Partner on renewal terms, pricing changes and product updates affecting the unassigned portfolio at scale.
• Own retention by identifying churn risk signals early and deploying scalable save plays (targeted content, automated outreach, proactive resources).
• Drive NPS and satisfaction across the portfolio by ensuring digital touchpoints deliver real value.
• Use adoption, utilization, NPS, renewal rate, churn indicators and campaign performance to decide where to focus content, renewals and outreach.
• Report on program performance (open rates, adoption lift, renewal completion, retention impact) and refine based on data.
• Act as internal liaison feeding insights to Sales, Product and Marketing on why accounts in this segment grow, stall, renew or churn.
• Own full-spectrum content development from zero to launch, translating complex ideas into polished, customer-ready assets.
• Influence future segmentation and coverage strategy based on what works at scale.
• Own escalation triage for the unassigned portfolio, routing high-priority issues to the right internal team.
• Maintain accurate reporting on portfolio health, renewal status, content/campaign performance and expansion outcomes.
• Author and scale content formats from bite-sized micro-modules to full-length video series.
• Continuously evolve digital customer success playbooks, content templates and best practices for serving accounts at scale.

What you'll need

• Minimum 3-5 years of experience in Customer Success, Content Creation/Marketing or Digital Marketing, ideally in a scaled/one-to-many customer engagement model.
• Bachelor's degree or equivalent relevant experience.
• Demonstrated experience building content (email campaigns, webinars, videos, micro-learning pathways, external-facing slide decks, help content, or similar) for a broad customer or client audience.
• Experience managing renewals at scale, ideally through automated or semi-automated workflows rather than individual account management.
• Comfort partnering cross-functionally with Marketing, Product, Enablement and other departments to get content produced and shipped.
• Working knowledge of Health & Benefits products (HSA, HRA, FSA, Commuter, COBRA, Retiree Billing, FMLA Billing) or strong ability to ramp quickly.
• Ability to read and act on data (usage patterns, engagement metrics, renewal rates, churn indicators) to prioritize content and outreach.
• Genuine curiosity about clients' and brokers' businesses and how they use WEX's products.
• Strong written communication skills.
• High accountability mindset, comfortable owning outcomes for a large, unassigned portfolio without one-to-one relationship management.
• Ability to manage multiple content and renewal projects independently.
• Proficiency in CRM and marketing/engagement platforms (e.g., Salesforce, email marketing tools, webinar platforms).

Details

• Location: Remote, United States.
• Base pay range: $58,500.00 - $70,800.00.
• Non-sales roles are typically eligible for a quarterly or annual bonus based on role and applicable plan.