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Digital Customer Success Program Manager

ServiceNow

Remote, USA

Full-time

Remote

$116,400-$192,100,

Discovered 3 weeks ago

Customer success operationsDigital customer successLifecycle marketingSaaS product adoptionCustomer retentionCustomer journey design

Free

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Key skills for this role

Customer success operationsDigital customer successLifecycle marketing

Design and operate a scaled, digital-first customer engagement program within CS Operations for the Mid-Market segment.

Drive product adoption, customer health, and Gross Revenue Retention through digital customer journey programs.

Own the journey from onboarding through renewal while routing risk and expansion signals to human CSM engagement.

Design lifecycle programs that accelerate onboarding, feature adoption, and time-to-value.
Create targeted campaigns based on customer maturity and product usage.
Recommend in-product guidance, education, webinars, and self-service adoption improvements.

Develop automated interventions for at-risk customers.
Partner with CSMs to prioritize outreach and remediation using customer signals and business impact.
Measure and improve indicators tied to renewal outcomes.

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