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)
Builds
Scalable digital customer journey plays, automated interventions, and engagement campaigns for Mid-Market accounts.
Domain
SaaS Customer Success Operations / Digital Lifecycle Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer Success Operations, lifecycle program design, segmentation strategy, data-driven reasoning, SaaS adoption tactics, automation strategy, cross-functional leadership, metric definition, AI/automation integration
Preferred skills
Experience building health scores, experience with AI for personalization, experience launching digital CS programs from scratch
Technologies
Customer success platforms, CRM systems, marketing automation tools, AI/automation platforms
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; Partner with Product and Marketing to improve adoption and customer education.
Seniority
Senior, hands-on IC with strategic ownership
