Digital Customer Success Manager

About the Team/Role

As a Digital Customer Success Manager at WEX, you are the accountable owner of customer success and growth across a large, unassigned portfolio of small business accounts — currently 14,000+ — that do not have a dedicated, named Account Executive. This is an individual contributor role built for scale: rather than managing a handful of strategic relationships one-on-one, you drive retention, renewals, adoption, and expansion across thousands of accounts simultaneously through content, digital engagement, and data-driven prioritization.

This role requires extreme ownership of the unassigned book of business — you are responsible for identifying growth opportunities, minimizing churn, managing the renewal process at scale, and ensuring clients realize value from WEX's Health & Benefits products, even without one-to-one coverage. You'll act as a builder and strategist: creating the content, campaigns, and self-service resources that let one person effectively serve thousands of accounts, while partnering closely with Marketing, Product, Enablement, and Sales to execute that content well.

You'll balance three things: designing scalable programs (content, email campaigns, webinars, in-product messaging), managing renewals across the portfolio through automated and semi-automated workflows, and using account health data to know where to point those programs — which segments to nurture, which accounts are at risk, and which are ready to grow.

How you'll make an impact

Proactive Portfolio Mining & Expansion (at Scale)

• Analyze the unassigned account pool (14,000+ accounts) to segment clients by potential, risk, and product fit
• Design and execute one-to-many outbound strategies — email campaigns, content series, webinars — to surface upsell and cross-sell opportunities across the portfolio
• Build repeatable digital plays that move clients from reactive service toward proactive growth without individual outreach
• Ability to extract and analyze performance and relationship data to ensure we understand issues and have the ability to measure impact of campaigns on population.

Content Creation & Cross-Functional Execution

• Build content and micro-learning journeys (comprised of: email campaigns, webinars, help resources, videos, slide-decks, tutorials, in-app messaging, one-pagers) that educate clients and brokers on product features, legislative updates, and best practices. 
• Partner with Marketing, Product, Instructional Design and Communications to plan, produce, and ship content that serves an unassigned, high-volume audience
• Maintain a content customer enablement calendar and iterate based on engagement and performance data
• Evaluate performance metrics across structured content pathways to pinpoint high-performing assets and guide future digital strategy.  

Renewal Management

• Own end-to-end renewal management for the unassigned portfolio, ensuring zero lapse in service across thousands of accounts
• Build and maintain scalable renewal workflows — automated reminders, digital renewal packets, self-service renewal paths — that work without a named AE on each account
• Monitor renewal timelines and health signals across the portfolio, proactively flagging at-risk renewals for early intervention
• Track renewal rate as a core success metric and continuously refine renewal content and cadence based on what drives completion
• Partner renewal terms, pricing changes, or product updates that affect the unassigned portfolio at scale

Retention & Risk Mitigation

• Own retention for the unassigned portfolio: identify churn risk signals early using account health and usage data, and deploy scalable “save” plays (targeted content, automated outreach, proactive resources)
• Drive Net Promoter Score (NPS)  and satisfaction across the portfolio by ensuring digital touchpoints deliver real value

Data-Driven Prioritization

• Be fluent in the metrics that matter — adoption, utilization, NPS, renewal rate, churn indicators, campaign performance — and use them to decide where to focus content, renewals, and outreach next
• Report on program performance (open rates, adoption lift, renewal completion, retention impact) and continuously refine based on what the data shows
• Bring genuine curiosity to how clients actually use WEX's Health & Benefits products, and let that curiosity shape smarter content and segmentation

Cross-Functional Collaboration

• Act as the internal liaison for the unassigned portfolio, feeding insights back to Sales, Product, and Marketing on why accounts in this segment grow, stall, renew, or churn
• Own full-spectrum content development from zero to launch, translating complex content ideas into polished, customer-ready assets that drives external engagement.
• Influence future segmentation and coverage strategy based on what's working at scale
• Own escalation triage for the unassigned portfolio, routing high-priority issues to the right internal team quickly

Operational Execution & Reporting

• Maintain accurate reporting on portfolio health, renewal status, content/campaign performance, and expansion outcomes
• Author and scale diverse content formats ranging from bite-sized micro-modules to full-length video series
• Continuously evolve digital customer success playbooks, content templates, and best practices for serving accounts at scale

Experience you'll bring

• Minimum 3-5 years of experience in Customer Success, Content Creation/Marketing, or Digital Marketing, ideally in a scaled/one-to-many customer engagement model
• Bachelor's degree or equivalent relevant experience
• Demonstrated experience building content — email campaigns, webinars, videos, micro-learning pathways, external-facing slide decks, help content, or similar — for a broad customer or client audience
• Experience managing renewals at scale, ideally through automated or semi-automated workflows rather than individual account management
• Comfort partnering cross-functionally with Marketing, Product, Enablement, and other departments to get content produced and shipped
• Working knowledge of Health & Benefits products (HSA, HRA, FSA, Commuter, COBRA, Retiree Billing, FMLA Billing) or strong ability to ramp quickly
• Ability to read and act on data — usage patterns, engagement metrics, renewal rates, churn indicators — to prioritize where content and outreach efforts go
• Genuine curiosity about clients' and brokers' businesses and how they use WEX's products
• Strong written communication skills — this role lives and dies by the quality of the content produced
• High accountability mindset — comfortable owning outcomes for a large, unassigned portfolio without one-to-one relationship management
• Ability to manage multiple content and renewal projects independently
• Proficiency in CRM and marketing/engagement platforms (e.g., Salesforce, email marketing tools, webinar platforms

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.Pay Range: $58,500.00 - $70,800.00