Senior Digital Program Manager
Core
Build and run the digital engagement engine for the Customer Success organization, owning the platform, journeys, programs, and measurement to execute CS strategy at scale.
Role type
Senior Digital Program Manager (Gainsight Platform Lead)
Builds
Automated customer journeys, email programs, in-app campaigns, and digital engagement programs within Gainsight.
Domain
B2B SaaS Customer Success Operations
Required skills
Gainsight Journey Orchestrator, Gainsight data model (MDA, Rules Engine), Snowflake data ingestion, Salesforce integrations, cross-functional program leadership, engagement gap analysis, lifecycle management, segmentation, health scoring, data-driven reporting, fast execution, stakeholder management
Preferred skills
Gainsight Admin certification, Pendo, Tableau, SQL, AI tools (Claude, Copilot, Workato), lifecycle marketing
Technologies
Gainsight, Snowflake, Salesforce, Pendo, Tableau, Workato, Claude, Microsoft Copilot
Responsibilities
Own the strategy and roadmap for CS digital programs across the customer lifecycle; design and launch automated journeys and campaigns in Gainsight; identify and quantify engagement gaps to prioritize programs; serve as the primary Gainsight Lead ensuring data integrity and platform health; build dashboards and reports to track program performance; translate CS leadership priorities into executable digital programs.
Seniority
Senior, hands-on IC
