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…