Digital Customer Success Program Manager
Core
Design and operate a scaled, digital-first customer engagement program to drive product adoption, customer health, and Gross Revenue Retention (GRR) for the Mid-Market segment.
Role type
Senior Customer Success Program Manager (Digital Operations)
Builds
Scalable digital customer journey plays and campaigns from onboarding through renewal
Domain
SaaS Customer Success / Digital Operations
Required skills
Customer Success Operations, lifecycle program design, segmentation, health score modeling, SaaS adoption strategies, marketing automation, CRM systems, AI/automation for customer engagement, cross-functional leadership
Preferred skills
Experience building digital CS programs from scratch, reasoning with customer behavior data
Technologies
Customer success platforms, CRM systems, marketing automation tools
Responsibilities
Design and execute lifecycle programs to accelerate onboarding and feature adoption; Develop automated interventions for at-risk customers; Own the digital customer journey from onboarding through renewal; Monitor adoption, engagement, and retention metrics; Build dashboards and reporting for Executives and Customer Success teams
Seniority
Senior, hands-on IC
