Hometown · 1 day ago
Digital Customer Success Manager
United States
Full-time
Remote
Entry, Mid Level
2+ years expHometown is a company that empowers schools with digital tools for ticketing, fundraising, and event management. The Digital Customer Success Manager is responsible for driving growth through proactive outreach, product adoption, and account expansion efforts, focusing on revenue generation and customer retention.
InternetSoftwareTicketing
Responsibilities
Own a monthly/quarterly revenue quota tied to upsells, cross-sells, renewals, and expansion within assigned accounts
Execute high-volume, high-quality outbound campaigns (calls, emails, other) to identify and close revenue-generating opportunities
Pitch relevant features and premium services that align with client needs and drive additional value
Partner with CSM leadership to define portfolio strategy, segmentation, and messaging across the book
Monitor account activity and health to proactively intervene and retain at-risk customers
Deliver virtual check-ins, campaign-based engagement, and 'light touch' relationship management for long-term retention
Reinforce Hometown's value proposition through performance metrics, best practices, and results-driven communication
Serve as a platform advocate, helping customers recognize and adopt the full suite of Hometown solutions—fundraising, ticketing, and websites
Identify and execute cross-product expansion opportunities to deepen client engagement and grow account value
Collaborate with cross-functional teams to coordinate expansion efforts and ensure solution alignment
Own and manage the renewal process for your book of business, ensuring timely outreach and contract continuation
Identify potential risk factors early and develop strategies to mitigate churn
Collaborate with cross-functional teams (Sales, Support) to resolve issues that may impact renewal likelihood
Track and forecast renewal performance to meet assigned revenue targets
Proactively introduce customers to key features and capabilities that maximize platform usage
Deliver scalable training and communication materials (e.g., webinars, guides, videos) to accelerate adoption
Use Salesforce and internal dashboards to track outreach, pipeline activity, and forecast against quota
Analyze customer data to inform engagement strategies and surface opportunities for platform expansion
Capture customer feedback and advocate for product enhancements or marketing alignment where needed
Qualification
Required
2+ years in a customer success, account management, or SMB sales role within SaaS, EdTech, or ticketing
Proven track record of meeting or exceeding quotas in a revenue-generating role
Bachelor's degree or equivalent combination of education and experience
Strong familiarity with Salesforce, CRM usage, and basic reporting tools
Outstanding written and verbal communication skills—especially persuasive outreach and follow-up
Ability to balance customer-centricity with sales urgency and target discipline
Strong time management, prioritization, and multitasking in high-volume environments
Time management skills, with the ability to manage and coordinate multiple projects simultaneously
Proficient with Microsoft Office, GSuite or related software
Benefits
Flexible PTO with no annual maximum.
11 holidays and extended winter break.
401(k) - up to 4% match.
Medical, dental, and vision insurance plans offered.
Employer HSA contribution.
Opportunities for virtual and in-person collaboration/social events.
Company
Hometown
Hometown equips athletic directors, coaches, and school administrators with tools to manage communications, live events, and fundraisers.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$75.2MKey Investors
Nexa Equity
2022-04-19Private Equity· $75M
2021-07-09Seed· $0.2M
Leadership Team
George Troutman
Chief Financial Officer
Nate Nale
Founder
Recent News
Columbus Business First
2024-12-13
Company data provided by crunchbase