Digital Customer Success Program Manager

Design and execute lifecycle programs that accelerate onboarding, feature adoption, and time-to-value.

Create targeted engagement campaigns based on maturity and product usage.

Identify and recommend adoption improvements (in-product guidance, education, webinars, self-service resources) to Product and Marketing teams.

Develop automated interventions for at-risk customers.

Partner with CSMs to prioritize outreach and remediation efforts based on customer signals and business impact.

Measure and improve key indicators tied to renewal outcomes.

Own the digital customer journey from onboarding through renewal.

Create scalable programs that increase engagement without increasing headcount.

Leverage AI and automation to personalize customer experiences at scale.

Monitor adoption, engagement, and retention metrics.

Build dashboards and reporting for Executives and Customer Success teams.

Translate customer behavior data into actionable recommendations.

Partner with Product to improve adoption of strategic capabilities.

Work with Marketing on customer education and lifecycle communications.

Collaborate with CS Operations on tooling, data quality, and reporting.

Success Metrics

Gross Revenue Retention (GRR)

Renewal rate

Product adoption and feature utilization

Customer health score improvements

Shortened Time-to-value

Expansion-ready account creation

Digital engagement rates

Reduction in at-risk accounts

CSM capacity leverage

5-10 years in Customer Success, Customer Success Operations, Digital CS, Lifecycle Marketing, or Product Adoption roles.

Demonstrated success improving adoption and retention in a SaaS environment.

Previous experience building and launching a digital CS program

Strong reasoning skills with experience building health scores, segmentation, and customer journey programs.

Experience with customer success platforms, CRM systems, and marketing automation tools.

Comfortable operating as both strategist and builder.

Experience leveraging AI and automation to scale customer engagement.

For positions in this location, we offer a base pay of $116,400 - $192,100 , plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

FD21

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