Digital Customer Success Manager

Responsibilities

• Digital Engagement - Execute and help improve automated email campaigns, lifecycle journeys, and milestone-based customer touchpoints across a large portfolio of accounts
• Analyze Data - Analyze campaign performance and customer engagement data to understand what's working, where customers are struggling, and where to focus next
• Drive Growth - Identify and support expansion opportunities within the digital segment by tracking adoption signals and engaging customers at the right moment
• Mitigate Risk - Use data and product usage signals to spot at-risk customers early and take action to keep them on track
• Drive Product Usage: Support awareness and adoption of new features across the digital segment through targeted campaigns and timely, relevant outreach
• Continuously learn: Stay current on product enhancements and CS best practices, applying what you learn to improve our playbooks, campaigns, and the overall digital customer journey

Requirements

• 2 to 4 years in Customer Success, Marketing, or a related role in a SaaS environment
• Exposure to or interest in digital/scaled customer engagement models
• Experience with a CRM or Customer Success platform is an asset (e.g. Gainsight, Salesforce)
• Strong verbal and written communication, strategic planning, and project management skills
• Analytical and process-oriented mindset
• Your work ethic is unmatched - anything you don't know you'll learn quickly through your growth mindset
• You are a highly motivated, self-starter with a high degree of initiative, a can-do attitude, results and goal-driven mindset and the ability to achieve set goals
• You pay attention to detail in all areas of work with strong problem identification and problem resolution skills
• Why work at FacilityOS?
• We work hard and play hard and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment that provides:
• 🩺Comprehensive health coverage
• 🏠A Hybrid work environment
• 💡Opportunity for advancement and growth
• 🍕 Catered Events, Snacks, Drinks - You won't go Hungry!
• 🥳 Birthday and Life Celebrations
• 🎉 Two annual parties in a year
• FacilityOS Commitment
• FacilityOS will accommodate individuals with disabilities through each stage of the recruitment and selection process. Please advise us of any needs when your interview is booked, and we will do our best to meet your needs.
• Please note that all candidates must be legally eligible to work in Canada or United States.
• Background and Reference Checks
• Any offer of employment may be conditional upon full background checks including a criminal record check, a credit check and employment and educational verifications. A reference check will also be conducted.
• We may use artificial intelligence (AI) tools to support parts of the hiring pro

Benefits

Additional Information

About FacilityOS FacilityOS is a fast-growing company redefining how facilities operate-bringing safety, security, and daily operations into one unified platform used by organizations around the world. As we continue to scale globally, we're building a team of driven, curious people who want to make an impact. You'll be part of a dynamic, collaborative culture where individuals are trusted to take ownership, solve meaningful problems, and grow in their careers. Our team comes together in-office twice a week to connect, collaborate, and build momentum. We're proud to be recognized as one of Canada's Best Workplaces™ for 2026 , based on direct employee feedback-reflecting a culture built on trust, support, and high performance. If you're looking to do your best work alongside a great team in a high-growth environment, FacilityOS is the place to build your career. Opportunity At FacilityOS, we're growing fast and building the systems to match. We're looking for an eager and detail-oriented Customer Success Manager, Digital to join our team and help shape how we engage and retain customers at scale. FacilityOS is a fast-paced, high-growth environment, so you'll need to be comfortable managing change, working through ambiguity, and driving results. This role is ideal for someone who is naturally curious, enjoys working with data and automation, and gets satisfaction from building programs that help customers succeed at scale. In this role, you'll help ensure customers across our digital segment are getting consistent value from FacilityOS; not through dedicated account management, but through well-designed programs, automated touchpoints, and timely outreach based on data signals. You'll be supported by a broader CS team and work cross-functionally with departments across the company.

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