Digital Customer Success Manager

About Us:

Onclusive is a world leader in media intelligence technology and services dedicated to supporting PR, Communications and Marketing professionals. We deliver leading-edge innovation, human expertise, and unmatched media reach in a suite of media management, monitoring and analysis solutions that support every stage of the communications cycle. Our unified platform and services enable our customers to make fast, accurate, data-driven decisions about their communications and marketing strategies, allowing them to prove and improve their value.

About the Role:

We are looking for a Digital Customer Success Manager to join a pooled Customer Success team in Buenos Aires, where the group works collectively across a shared portfolio.

This is a great opportunity for someone who enjoys customer success, commercial conversations, and new digital ways of working. You will help drive retention and upsell, support customers through key lifecycle moments, and play an important role in embedding more scalable, data-led, and technology-enabled ways of working.

Your responsibilities:

• Customer Retention & Growth: Support renewal, retention, and upsell across a shared portfolio of digital customers. Help identify risk early, spot growth opportunities, and deliver proactive outreach that improves customer outcomes.

• Pooled Portfolio Management: Work as part of a shared-coverage Customer Success team, where responsibility sits across the group rather than with one fixed book of business. Collaborate closely with teammates, maintain clear handovers, and contribute to shared team targets.

• Digital Customer Engagement: Deliver customer engagement across onboarding, adoption, renewal, and re-engagement journeys. Support one-to-many campaigns and digital outreach programmes designed to drive value at scale.

• Health, Risk, & Customer Signals: Use available data, customer engagement signals, and health indicators to prioritise actions, identify churn risk, and take the right next steps at the right time.

• Process, Playbooks, & Ways of Working: Follow Digital CS playbooks and structured processes to deliver consistent customer outcomes. Contribute ideas to improve workflows, team practices, and scalable customer lifecycle management.

• Tool Adoption & Team Contribution: Use customer success tools, CRM systems, automation, and other digital workflows as part of day-to-day execution. Support the team in embedding new ways of working and provide practical feedback to improve them over time.

Key Objectives & Success Measures:

• Retention & Upsell: Contribute strongly to renewal performance and growth across the pooled customer portfolio.

• Consistency & Scalability: Help deliver a high-quality customer experience across a large customer base using playbooks, tools, and standardised lifecycle motions.

• Risk Visibility & Action: Improve identification of customer risk and support proactive intervention through timely outreach and disciplined follow-up.

• Operational Excellence: Maintain strong process adherence, documentation, and collaboration within the pooled team model.

Who you are:

Essential Experience & Skills:

• Proven experience in Customer Success, Account Management, or a similar customer-facing post-sales role. Direct experience supporting retention, renewal, or upsell.

• Fluent in Spanish and English, both written and spoken.

• Based in Argentina.

• Comfortable working in a pooled or team-based model with shared goals and responsibilities.

• Strong organisation and time management skills in a high-volume environment.

• Comfortable using structured processes, playbooks, and systems. Strong communication skills and confidence in customer interactions. Open to new tools, digital workflows, and scalable ways of working.

Desirable (Nice-to-Have):

• Experience supporting long-tail or digitally managed customers.

• Familiarity with CRM systems, customer success platforms, and automated engagement tools.

• Experience using customer data or health signals to prioritise activity.

Personal Attributes:

• Customer-focused and commercially aware.

• Collaborative and team-oriented. Organised, proactive, and reliable.

• Comfortable with change and evolving ways of working.

• Process-minded and consistent in execution. Positive, adaptable, and eager to learn.

• Strong sense of accountability and shared ownership.

What we can offer:

We are a global fast growing company which offers a variety of opportunities for you to develop your skill set and career. In exchange for your contribution, we can offer you:

• Competitive salary and benefits
• Hybrid working in a team that is passionate about the work we deliver and supporting the development of those that we work with
• A company focus on wellbeing and work life balance including initiatives such as flexible working and mental health support
• We offer access to professional training platforms such as LinkedIn Learning and Coursera to support ongoing development. We also offer virtual training sessions - with real humans to help further support your learning needs.

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