Our Client Currently looking for Digital Customer Success Program Manager

Key Responsibilities 

Drive Adoption 

• 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.

Protect Gross Revenue Retention 

• 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.

Digital Customer Programs 

• 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.

Reasoning  & Insights 

• Monitor adoption, engagement, and retention metrics.
• Build dashboards and reporting for Executives and Customer Success teams.
• Translate customer behavior data into actionable recommendations.

Cross-Functional Leadership 

• 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

Qualifications

To be successful in this role you have:

• 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.

• Are you interested in this position?

   

  Apply by clicking on the “Apply Now” button below!

   

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