Digital Customer Success Manager (Remote)

Location: Fully remote with occasional travel to UK Offices

Annual Salary: £45,000-£60,000 plus OTE

If you are an experienced Digital Customer Success professional who excels at driving customer engagement through Digital automation and communication channels we’d love to speak to you!

eSIM Go is a pioneering tech scale-up leading the B2B eSIM revolution. Our mission is to redefine connectivity by delivering cutting-edge solutions that empower businesses globally, enabling enterprises and brands to enhance revenue, brand proposition and customer loyalty through cutting-edge eSIM solutions.

Collaboration, Innovation, Pride, and Integrity drives everything we do. As we scale, we are laser-focused on embedding the principles and behaviours of customer centricity across our entire organisation.

The Role

As a Digital Customer Success Manager, you’ll play a pivotal role in shaping and scaling our customer experience through digital-first strategies. You’ll be responsible for driving customer engagement, product adoption and long-term success across multiple customer segmentations.

Reporting to the Head of Customer Success this is a great opportunity for a motivated, detail-oriented, data and process-driven Digital Customer Success Manager who will use their previous experience to drive and manage the Digital engagement process for all our customers across our tech touch and high touch relationships.

Reporting to the Head of Customer Success, this is an exciting opportunity for a data-driven, process-oriented Digital Customer Success Manager with a strong background in Marketing Automation. You will lead the entire digital engagement strategy, initially focusing on the tech-touch segmentation and expanding out to all customers to drive onboarding, education, engagement and growth. This role offers autonomy, creative input, and a chance to thrive in a fast-paced, innovative environment.

This role will appeal to a confident self-starter, with a detailed understanding of Digital CS principles. This role will be of huge appeal to any person who thrives in an environment where autonomy is the default position.

Key Responsibilities

• Customer Engagement & Success: Drive customer onboarding, product adoption, and ongoing engagement through scalable, data-driven strategies.
• Digital Journey Design: Develop and enhance digital customer journeys by leveraging automation, in-app messaging, and CRM-driven communications.
• Content creation: Responsibility for the creation of content and copy using excellent written English language skills.
• AI & Automation: Use the latest capabilities to deliver high performance at scale.
• Proactive Customer Support: Lead efforts to reduce support escalations by improving self-service resources, including FAQs, help centers, and onboarding guides.
• Customer Insights & Advocacy: Gather and interpret customer feedback through NPS, CSAT, and direct engagement. Translate insights into actionable strategies.
• Cross-Functional Collaboration: Work closely with Product, Marketing, Sales, and Support teams to align on customer success initiatives.
• Data-Driven Optimisation: Monitor key metrics such as onboarding times, churn rates, and product usage. Identify trends and execute data-backed improvements.
• Technical Proficiency: Familiarity with customer success platforms and data analytics tools to monitor customer health and engagement.

What You’ll Bring

• Experience: Proven track record in digital customer success, customer experience, or related roles within a tech or SaaS environment.
• Customer-Centric Mindset: Passionate about delivering value through customer-centric solutions.
• Data-Driven Approach: Skilled at interpreting data to drive decisions and optimise customer journeys.
• Tech-Savvy: Comfortable with HubSpot, automation tools and customer engagement platforms.
• Strong Collaboration: Ability to work cross-functionally with diverse teams.

Desirable:

• B2B2C: Previous experience of working in a B2B2C environment and/or previous experience of working across B2B and B2C.
• Revenue models: Experience of working in a usage/consumption based revenue model.

Why Join Us?

• Impact: Lead initiatives that directly influence our customers’ success and business growth.
• Innovation: Join a forward-thinking company where ideas are welcomed and implemented.
• Career Growth: Shape your career within a fast-growing scale-up environment.
• Culture: Be part of a collaborative, values-driven team passionate about delivering world-class solutions.

Uncertain if you possess all the required qualifications? Go ahead and submit your application—let us be the judge! Studies indicate that women and individuals from underrepresented groups often hesitate to apply for positions when they believe they may not fulfil every requirement, even when they actually do. Our philosophy is centered on providing everyone an equal opportunity to showcase their capabilities.

Ready to make your mark in the eSIM revolution? Apply now and let’s redefine connectivity together!