Digital Customer Success Manager

Overview:

Vivi is the only wireless screen mirroring and digital signage tool designed for education. We help IT help teachers help students with classroom technology that enhances collaboration, control, and creativity.

Vivi exists because we all had that one teacher who changed our life, who went above and beyond to serve as a role model and sage. They guided discussion, connected with their students on a personal level, were just as engaging and entertaining as they were educational, and they created a dynamic learning environment by constantly involving students.

Personalised learning environments have been proven to deliver better educational outcomes for individuals through increased participation and engagement. To successfully create such an environment requires a fluid, visual dialogue between teacher and student. This is why Vivi exists. Vivi is used by over 825,000 teachers and students around the world and is setting out to provide tangible solutions to the enormous education industry with our high-growth, ambitious, and creative team. In this rapidly evolving technology landscape, Vivi is always looking for new ways to disrupt the classroom experience, enhance customer journeys, and expand globally.

The Role

We are looking for a Digital Customer Success Manager to drive adoption, retention, and engagement across a high-volume portfolio of school district accounts. This role operates primarily through scalable, digital-first touchpoints — automated sequences, targeted campaigns, and data-driven outreach — rather than high-touch account management. The right person is analytically minded, comfortable working at scale, and knows how to turn behavioral signals into action without a 1:1 conversation for every account.

Responsibilities:

• Managing a large portfolio of accounts through digital and automated engagement models 
• Monitoring account health signals and triggering the right intervention at the right time without waiting to be asked 
• Building and optimizing automated email sequences, onboarding flows, and renewal campaigns 
• Identifying silent or disengaged accounts early and executing low touch recovery plays 
• Partnering with CS leadership to develop and refine the digital engagement playbook 
• Maintaining accurate account data and health records in CRM 
• Tracking program performance and reporting on engagement, adoption, and retention metrics 

Experience: 

• 3+ years in a scaled customer engagement role Proficiency with CRM and marketing automation tools. HubSpot experience strongly preferred Strong written communication skills — your emails and sequences do the relationship work Familiarity with K-12 or edtech is a plus but not required
  
• Experience using AI tools to improve workflow, content creation, or customer segmentation is preferred 
• Comfort working with data — you can read a health score, spot a trend, and act on it 
• Experience managing large account volumes through automation and digital programs, not just 1:1 outreach 

Bonus points for:    

• You think in segments and triggers, not individual accounts 
• You build programs that scale and improve over time without adding headcount 
• You treat silence as a signal and act on it before it becomes churn 
• You measure everything and use the data to improve what you send next