SMB Digital Success Associate

Description Summary: The SMB Digital Success Associate plays a critical role in driving customer engagement, retention, and product adoption for M3’s SMB and Digital Touch customer segments. This role supports a high volume of customers through proactive digital engagement, data-driven outreach, and scalable programs designed to ensure customer success throughout their lifecycle. The ideal candidate is highly organized, tech-savvy, and passionate about creating exceptional customer experience through digital channels and automation.

Essential Duties:

The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.

Primary Responsibilities:

• Manage a digital portfolio of SMB customers by leveraging email campaigns, in-app messaging, and webinars to drive adoption and renewals.
• Monitor usage trends and engagement metrics to identify at-risk accounts and trigger proactive outreach.
• Create and manage automated customer touchpoints aligned to the customer journey (onboarding → adoption → renewal).
• Support hybrid customers through light-touch check-ins and escalation management in collaboration with assigned SMB Hybrid CS Associate.
• Develop, execute, and optimize digital engagement workflows and templates using the Client Success Platform.
• Collaborate with Marketing, Product, and Operations Support to deliver consistent messaging, self-service resources, and education materials.
• Coordinate and promote customer webinars, office hours, and community engagement initiatives.
• Support renewal readiness through automated reminders, data analysis, and digital outreach.
• Provide feedback on digital engagement performance and customer trends to enhance segmentation and journey mapping.
• Contribute to playbook creation, automation enhancements, and new digital initiatives to scale the SMB program.
• Assist CSM’s with documented tasks that need completion in down time.
• Maintain incoming communications to the M3 CS inbox, respond to customer inquiries via email, phone or chat in a timely and professional manner.
• Monitor customer accounts to assist in identifying opportunities for product adoption and upselling.
• Gather customer feedback and insights to help improve our services and products.
• Participate in regular training sessions and meetings to stay updated on product features and industry trends.
• Support and update Customer Success KPI’s.
• Develop strong relationships with cross-functional teams and departments.
• Work with internal Marketing Team as needed to support communication efforts.
• Other duties as assigned.

Education/Training/Experience:

• 1-3 years of experience in customer support, account management, or a similar role, preferably in a Saas environment.
• Degree in Business, Communications, or a related field is preferred, or an equivalent combination of education and experience.
• Strong analytical and communication skills with an ability to interpret customer data and convert insights into action.
• Self-starter with strong attention to detail and ability to manage multiple tasks in a fast-paced, digital-first environment.
• Hospitality experience is preferred.

Skills & Abilities Required:

• Customer Focus: Actively engages customers to ensure satisfaction and adoption.
• Digital Agility: Leverages technology to automate and scale customer interactions.
• Collaboration: Works cross-functionally with teams to deliver consistent customer experience.
• Analytical Thinking: Uses data and metrics to inform decisions and prioritize outreach.
• Adaptability: Thrives in a dynamic environment supporting both digital and hybrid customers
• Ability to work with minimal supervision / self-starter.
• Ability to work independently and as part of a team in a fast-paced environment

Physical Requirements:

• Ability to sit and/or stand for extended periods.
• Ability to perform work on a computer for extended periods.
• Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
• Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
• Ability to lift and move light to moderate items occasionally without reasonable accommodation