Work Location: US (NYC - Hybrid)

Reports to: Managing Director, Head of Client Success

The Digital Client Success Manager owns the success motion for RapidRatings' Commercial client tier, partnering with the Commercial Account Manager to drive retention, adoption, and growth across a large book of accounts. This is a scaled, digital-first role built on programmatic onboarding, proactive health monitoring, and campaign-driven engagement that delivers measurable value to clients efficiently and at volume. A strong scaled motion depends on clear, engaging content, and this role pairs frontline client ownership with the creation of instructional, marketing, video, and product positioning assets that bring the client experience to life. This includes Customer Academy modules, adoption campaigns, self-serve resources, short-form enablement videos, webinars, and value-focused product messaging. These assets will support Commercial clients directly while also strengthening how the broader Client Success organization engages its accounts. This is a builder role for someone equally comfortable guiding a client's adoption journey, designing a learning module, creating client-facing content, and using modern digital and AI tools to scale impact.

.Essential Duties and Responsibilities

• Own the success and adoption motion for the Commercial client tier through a scaled, digital-first, one-to-many model.

• Partner with the Commercial Account Manager on shared ownership of renewals and expansion, with a clear division of labor across the account lifecycle.

• Design and run programmatic onboarding so new Commercial clients reach first value quickly and consistently.

• Monitor account health at scale using utilization and engagement signals, and trigger proactive outreach when accounts show risk or growth indicators.

• Run targeted adoption campaigns across the book to drive usage of the RapidRatings product suite.

• Build the instructional design backbone of the scaled motion, including onboarding guides, in-product walkthroughs, Customer Academy modules, and self-serve resources.

• Develop content marketing assets that support adoption and engagement at scale, including webinars, email programs, and recurring client communications.

• Create video-based client education and enablement content, including short-form tutorials, recorded walkthroughs, webinar segments, and reusable training assets.

• Contribute product marketing material that translates product capability into clear client value, including feature adoption messaging, use-case narratives, and persona-specific positioning.

• Use AI-enabled tools to improve content creation, client engagement, workflow efficiency, personalization, and scaled delivery while maintaining accuracy, quality, and brand consistency.

• Equip the Enterprise CSM team with reusable assets such as playbooks, value narratives, training content, and client-facing collateral.
• Maintain a reusable content library that keeps messaging consistent across the client base and across all client-facing teams.

Key Competencies
The ideal candidate brings a strong blend of client relationship skills, content creation ability, digital fluency, and operational discipline. They should be energized by a role that spans Client Success, Account Management, Customer Education, and Marketing rather than a single narrow lane.

Required

• Experience in Client Success, Customer Marketing, Customer Education, or a closely related client-facing role, ideally including exposure to a scaled or digital CS motion.

• Demonstrated ability to manage retention and adoption across a high-volume book of accounts.

• Strong writing, instructional design, and content creation skills, with the ability to turn complex product capabilities into clear, usable client-facing material.

• Ability to create effective video content for client education, adoption, and enablement, including tutorials, walkthroughs, and webinar-style formats.

• Practical fluency with AI tools and digital platforms to accelerate content development, personalize client engagement, analyze account signals, and improve workflow efficiency.

• Comfort working from data, using utilization and engagement signals to prioritize outreach and to demonstrate impact.

• Collaborative working style suited to a role that lives at the intersection of Client Success, Account Management, Marketing, and Product Marketing.

• A builder mindset and strong self-direction, with the ability to create structure and assets where none exist yet.

• Excellent communication and project management skills across multiple concurrent workstreams.

Preferred

• Experience in a B2B SaaS or data and analytics environment.

• Familiarity with supply chain risk, third-party risk, procurement, or financial intelligence domains.

• Hands-on experience with Client Success platforms, marketing automation, or learning management systems.

• Experience using video creation, screen recording, editing, or webinar production tools.

• Experience applying AI tools in a business context, particularly for content development, client communications, data analysis, or workflow automation.

• Background creating customer academy or certification programs.

*Salary*: $90,000-120,000 based on experience, qualifications, & internal equity, plus bonus