Associate Customer Success Manager

Job summary

The Associate Customer Success Manager (CSM) supports new customers through the initial implementation and activation of their DigiCert platform environment. This role focuses on customer onboarding and helping users feel confident and successful using the platform.

The focus will be on guiding customers through the platform experience and ensuring they have everything they need to move forward to their deployment phase.

This role is ideal for someone looking for a career in Customer Success, Customer Support, or SaaS.

What you will do

Customer Onboarding & Adoption

• Support new customers during their onboarding journey
• Join or lead onboarding kick-off calls to understand customer goals and expectations
• Walk customers through platform features, navigation and key workflows
• Help customers understand how to use the platform for their specific needs
• Encourage early usage and engagement across customer users

Customer Education & Training

• Deliver walk-through sessions
• Share training materials, guides and help resources
• Answer “how do I” questions and explain product features in simple terms
• Reinforce best practices and common use cases

Communication & Coordination

• Act as a friendly, reliable point of contact during onboarding
• Co-ordinate with Validation teams to ensure required validation steps are completed
• Work with internal and external stakeholders to establish the certificate infrastructure and co- ordinate the loading of Certificate Authority (CA) to ensure customers environment is fully operational
• Work with Support or Deployment teams when technical questions arise (without owning the fix)

Documentation & Handover

• Keep customer notes and onboarding progress up to date in internal systems
• Confirm when customers have completed onboarding and are ready for next steps

What you will have

• 2+ years customer success/relationship/account management experience in the Digital Security, SaaS or Software sector
• Strong communication skills and confidence speaking with customers
• Friendly, helpful, and professional attitude
• Organized with good attention to detail
• Comfortable learning new systems and explaining it to others
• Interest in customer success, onboarding, or SaaS roles
• Experience delivering training, demos, or presentations
• Familiarity with CRM or customer success tools

Benefits

• Competitive compensation and comprehensive health, dental, and vision coverage 
• Retirement savings programs with company matching (401(k) or RRSP) 
• Generous paid time off, including holidays, and vacation 
• Paid parental leave and family support benefits 
• Life and disability coverage 
• Flexible spending and health savings options (where applicable) 
• Health and wellness support, including gym reimbursement and wellness programs 
• Employee Assistance Program with 24/7confidential support for employees and families 
• Education assistance and professional development opportunities 
• Access to LinkedIn Learning and continuous learning resources 
• Employee referral bonus program and additional company perks and discounts 
• Internal rewards and recognition platform (Motivosity) to celebrate and acknowledge project wins, milestone achievements, and the outstanding contributions of our colleagues
• Business travel insurance and global employee support programs 

To protect candidate information and maintain a secure hiring process, all applications must be submitted through our careers portal. Resumes or CVs sent directly via email will not be reviewed or considered.

DigiCert is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, DigiCert prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified person with disabilities, and protected veterans are strongly encouraged to apply.

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