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Digital Customer Success Manager

3 months ago

Florence, United States ACS Technologies Full time
Job DescriptionJob Description

Since 1978, ACS Technologies (“ACST”) has served the faith-based community, building software to help ministries lead with less stress and more accuracy. ACST enables churches to handle every vital area of their ministry from finances to relationships. We're now the leader in the industry but we've got more work to do, and we need the right talent on board to help with our mission of serving churches with tomorrow's technology.


The Digital Customer Success Manager uses technology to scale success management and other communications to existing customers through various outbound, proactive campaigns to assist them in meeting their ministry goals. The manager assists clients in realizing value in their ACST solutions and features and promotes the adoption of additional ACST solutions. This is accomplished using a one-to-many approach with a plan to be highly scalable.


What You’ll Do:

  • Lead Success@Scale efforts to serve digital pools of customers who do not have 1:1 Success Manager assignments.

  • Creates and drives email campaigns (Totango), in-product guides and prompts (Pendo), and other outreach programs. As directed, organizes web events for applicable books of business.

  • Develop custom segments in order to target customer communication campaigns.

  • Drive proactive outreach based on product usage data to drive product adoption and retention.

  • Leverage our data to drive actions and campaigns to create awareness of growth opportunities for our customers.

  • Investigate newer technologies (AI) to improve the scalability of our customer engagement.

  • Utilize Pendo, Totango, SurveyMonkey, Monday, and other technologies to coordinate and communicate internally and with ACS Technologies customers.

  • Brainstorm and help coordinate new ideas for in-person 1:many engagements, and driving Success@Scale initiatives.

  • Works with the Manager of Ministry Success and other Ministry Success team members to determine the focus areas and author and manage the outbound digital campaigns sent to accounts in the applicable book of business.

  • Assists in the communications to smaller church organizations (digital pool), Catholic market, legacy migration efforts, and End-of-life campaigns.


What We’re Looking For:

  • A high school diploma with at least 2-4 years of experience in proactive customer outreach and experience with composing email campaigns and/or customer communications.

  • Experience customer satisfaction tools (Totango, Churn Zero, Gainsight, etc) strongly preferred.

  • Strong writing skills

  • SaaS experience is required, and product knowledge of Realm, Ministry Platform, and ACS Technologies is preferred, but not required.

  • Strong technical skills and ability to learn quickly new technologies.

  • Outstanding listening skills, with the ability to empathize and predict needs.

  • Ability to work effectively among department leads and with different denominations/beliefs.

  • Ability to think critically and problem-solve.


Why You Want to Work Here:

  • Outstanding benefits package, including 6% 401(k) match

  • Free Wellness Clinic staffed by a Nurse Practitioner

  • A caring, friendly work environment

  • The opportunity to positively impact ministries


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.