This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Digital Program Manager based in the United States.
As a Digital Program Manager, you will lead the development and execution of scalable digital customer experiences, helping organizations improve engagement, adoption, retention, and long-term customer value. You will own automated customer journeys across the entire lifecycle, from onboarding and product adoption to renewals and expansion readiness. Working closely with Customer Success, Marketing, Revenue Operations, Product, Support, and Sales teams, you will identify customer journey challenges and transform them into effective digital solutions. You will leverage automation, data analytics, and emerging AI technologies to streamline processes and deliver personalized customer interactions at scale. This role combines strategic thinking, hands-on program execution, and innovation, with significant influence across the broader Customer Success organization. It is an exciting opportunity to shape the future of digital customer success within a fast-growing cloud technology environment.
- Digital Customer Journey Management: Own and continuously improve the end-to-end digital customer experience, covering onboarding, adoption, value realization, renewals, and expansion readiness. Design, launch, monitor, and optimize automated customer journeys and lifecycle programs.
- Automated Journey Development: Build automated workflows, customer engagement plays, triggers, and handoffs that ensure the right Customer Account Manager (CAM) or Technical Account Manager (TAM) becomes involved at the appropriate moment, based on customer health, renewal risks, expansion opportunities, escalations, and other engagement signals.
- Customer Experience Optimization: Implement existing and future customer journey strategies while identifying friction points through customer feedback, operational data, and internal stakeholder insights. Develop solutions that deliver consistent customer experiences across all Customer Success teams.
- Internal Consulting & Discovery: Partner with Customer Success teams to understand operational challenges through ticket analysis, stakeholder interviews, and data reviews. Identify repetitive manual activities, inconsistent processes, and opportunities to improve efficiency and customer satisfaction.
- Automation & Process Improvement: Translate identified challenges into practical solutions using automation, intelligent triggers, and AI-powered workflows. Develop reusable programs and tools that enable Customer Success teams to improve service delivery and recover valuable operational capacity.
- Agentic AI Implementation: Lead the evolution from traditional automated workflows toward adaptive, AI-driven customer journeys, including personalized onboarding experiences and automated Executive Business Review (EBR) and Technical Value Review (TVR) summaries.
- AI Enablement & Governance: Equip CAMs and TAMs with AI-generated insights and actionable recommendations. Evaluate relevant technologies, manage pilot programs, and establish appropriate guidelines to ensure AI-generated communications remain accurate, consistent with brand standards, and appropriately escalated to human team members when needed.
- Cross-Functional Program Management: Manage initiatives from discovery through implementation and continuous improvement, including defining project scope, developing timelines, prioritizing deliverables, managing dependencies, and maintaining visibility into roadmaps and progress.
- Stakeholder Collaboration: Work closely with Marketing on customer lifecycle communications, Revenue Operations on segmentation and performance metrics, Product on telemetry and in-app messaging, Support on customer ticket signals, and Sales on expansion opportunities.
- Data-Driven Performance Management: Measure the effectiveness of digital customer programs by connecting individual initiatives to key business outcomes, including Net Revenue Retention (NRR), product adoption, and customer risk reduction. Conduct experiments, analyze results, and communicate performance insights across the organization.
- Continuous Improvement & Innovation: Identify emerging opportunities to enhance customer engagement through new technologies, scalable processes, and AI-driven solutions. Share best practices and promote continuous improvement throughout the Customer Success organization.
Requirements:
- At least 5 years of professional experience in digital customer success, lifecycle marketing, customer adoption, Customer Success Operations, or program management within a scaled customer environment.
- Demonstrated experience leading cross-functional programs from initial discovery and planning through implementation, launch, and optimization.
- Proven ability to influence stakeholders and coordinate teams without direct managerial authority.
- Strong consultative skills, including the ability to conduct discovery sessions, facilitate collaborative workshops, gather stakeholder feedback, and translate findings into actionable priorities.
- Hands-on experience with Customer Success platforms, marketing automation tools, or CRM systems, including the ability to design, configure, and manage automated customer journeys.
- Practical experience with AI agents and Large Language Model (LLM)-based workflows, or a strong interest in developing expertise in these technologies.
- Sound judgment in determining where AI-powered automation can improve customer experiences and where human intervention remains essential.
- Strong analytical capabilities and data fluency, including experience using product telemetry, customer health scores, segmentation, and attribution data to guide decisions and measure program effectiveness.
- Excellent project management skills, with the ability to prioritize competing initiatives, manage risks and dependencies, and maintain clear visibility into project progress.
- Strong written and verbal communication skills, with the ability to adapt messaging to different audiences, from customer-facing teams to senior executives.
- A proactive builder mentality, with the ability to work independently, navigate ambiguity, and develop structured solutions in a fast-paced environment.
- Preferred Qualifications:
- Experience in B2B SaaS, cloud technology, or the Microsoft and Managed Service Provider (MSP) ecosystem.
- Previous experience working in Partner Success or Customer Support Operations.
- Hands-on experience with no-code or low-code AI agent development platforms.
- Familiarity with prompt engineering and designing LLM-powered workflows.
- Experience developing scalable customer engagement strategies and lifecycle automation programs.
Benefits:
- Competitive Compensation: Annual base salary ranging from $120,000 to $140,000, complemented by an incentive plan.
- Stock Options: Opportunity to participate in the company's equity program.
- Health & Welfare Benefits: Access to comprehensive health and welfare insurance plans.
- Life & Disability Coverage: Insurance plans designed to provide additional financial protection.
- Retirement Benefits: Access to a company retirement savings plan.
- Flexible Paid Time Off: Unlimited flexible PTO to support work-life balance and personal commitments.
- Birthday Leave: Enjoy your birthday off as an additional employee perk.
- Remote Work: Fully remote position based in the United States.
- Collaborative Culture: Join an innovative, collaborative, and fast-moving team that values creativity, ownership, and continuous learning.
- Professional Development: Opportunity to work with emerging AI technologies, automation platforms, and modern cloud solutions while contributing to the evolution of digital customer success.
