Digital Customer Success Manager
Job Description
Pay: Base Annual Salary of $40,000
Location: This is a fully remote contract position in Brazil
Who We Are:
Holistiplan is an award winning financial planning tool specializing in tax planning, insurance risk management, and soon to be estate! We’re known for our industry leading tactical tax planning, reporting, and scenario analysis solutions. Holistiplan has been voted the #1 tax planning software in the 2021, 2022, and 2023 Kitces Report Studies and the #1 tax planning software for 5 consecutive years in the T3 / Inside Information Software Surveys.
We’ve been voted the #1 tax planning software in the 2021, 2022, and 2023 Kitces Report Studies and the #1 tax planning software for 5 consecutive years in the T3/Inside Information Software Surveys. Holistiplan is on a mission to democratize financial planning, making essential services accessible to everyone—not just the privileged few..
Who we’re looking for:
Holistiplan is seeking a Digital Customer Success Manager to own and grow our digital-led customer segment. This is a data-driven, high-impact role focused on understanding customer behavior at scale and building lifecycle programs that drive product adoption, retention, and long-term value. You will serve as the primary architect of our digital customer experience, translating data insights into targeted, automated engagement strategies that meet customers where they are in their journey.
Key Tasks & Responsibilities:
- Own the digital customer segment end-to-end, including cohort analysis, health monitoring, and lifecycle strategy
- Analyze customer usage data to identify trends, risk signals, and expansion opportunities across the segment
- Design, build, and optimize nurture sequences for every stage of the customer lifecycle including onboarding, adoption, renewal, and expansion
- Manage and maintain HubSpot workflows, sequences, and automation to deliver timely, relevant communication at scale
- Develop segmentation strategies to personalize outreach based on customer tier, usage behavior, and lifecycle stage
- Monitor key metrics including product adoption, engagement rates, churn signals, and NRR across the digital segment
- Partner with Marketing, Product, and CS leadership to align digital programs with broader GTM initiatives
- Continuously test, measure, and iterate on messaging, timing, and channel mix to improve performance
- Maintain clean and accurate customer data in HubSpot to support reporting and decision-making
Required Qualifications:
- Proficiency in HubSpot including workflows, sequences, lists, and reporting
- Experience in a Customer Success, marketing automation, or lifecycle marketing role
- Strong analytical skills with the ability to interpret customer data and translate it into actionable programs
- Demonstrated ability to build and manage email nurture campaigns and automated customer journeys
- Excellent written communication skills in English, with the ability to craft clear, customer-facing messaging
- Comfortable working independently in a remote, fast-paced environment
- High attention to detail and strong organizational skills
Preferred Qualifications:
- Experience working with SaaS or fintech products
- Familiarity with customer health scoring and digital CS frameworks (low-touch or tech-touch models)
- Experience using Pendo, Intercom, or similar product analytics and engagement tools
- Background in financial services or wealth management technology is a plus
- Experience with A/B testing and data-driven optimization of customer communications
- Familiarity with Chargebee or similar subscription billing platforms
What Success Looks Like:
- Digital segment customers are actively engaged at every stage of the lifecycle with minimal manual intervention
- Nurture sequences are in place for onboarding, adoption, at-risk, and renewal motions
- Customer health data and engagement metrics are consistently tracked and reported
- NRR and product adoption rates improve quarter over quarter within the digital segment
- HubSpot is a reliable, well-maintained source of truth for digital customer activity
To Apply : email your resume to jobs@holistiplan.com
