Digital Program Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the digital customer journey from onboarding through adoption, value realization, renewal, and preparation for expansion.

• Create, implement, oversee, and refine customer-success strategies and automations.

• Develop triggers and handoffs that engage CAMs or TAMs based on health metrics, renewal risks, expansion indicators, escalations, changes in champions, and customer inquiries.

• Execute against current and future journey maps.

• Identify and eliminate obstacles in the customer journey utilizing automation and agentic AI.

• Lead discovery efforts with Customer Success teams through ticket analysis, stakeholder interviews, and data assessments.

• Propose and construct automation, signal-based triggers, and agentic AI solutions.

• Guide the shift from static plays to dynamic, agentic journeys.

• Provide CAMs and TAMs with agentic insights.

• Assess tools, conduct pilots, and set guidelines for AI-driven customer interactions.

• Oversee programs and projects from discovery through launch and iteration, encompassing scope, planning, sequencing, roadmap, status, and dependencies.

• Collaborate with Marketing, RevOps, Product, Support, and Sales on lifecycle communications, segmentation, metrics, telemetry, messaging, ticket signals, and expansion.

• Connect programs to NRR, adoption, and risk mitigation; conduct test-and-learn cycles and disseminate results.

⛳️ Requirements

• Over 5 years of experience in digital customer success, lifecycle or adoption marketing, CS operations, or program management for a scaled customer segment.

• Proven ability to lead cross-functional initiatives from concept to launch and influence partners without direct authority.

• A consultative mindset, including conducting discovery, facilitating working sessions, and transforming findings into a prioritized plan.

• Practical experience with CS, marketing automation, or CRM platforms.

• Competence in building or configuring automated journeys.

• Practical experience with, or strong interest in, AI agents and LLM-based workflows.

• Sound judgment regarding where AI should and should not be utilized.

• Data fluency using product telemetry, health scores, and attribution.

• Strong prioritization and risk management skills.

• Excellent written and verbal communication skills for a range of audiences from CAMs to executives.

• A builder mentality and the ability to navigate ambiguity.

• Preferred: Experience in B2B SaaS, cloud, or the Microsoft and MSP ecosystem.

• Preferred: Experience with Partner Success or Support operations.

• Preferred: Hands-on experience with no-code or low-code agent builders and prompt design.

🏝️ Benefits

• Competitive Base and Incentive Plan.

• Stock Options.

• Health and Welfare Plans.

• Life and Disability Plans.

• Retirement Plan.

• Unlimited Flexible Paid Time Off, including your birthday off!

• Collaborative Team Culture.

• Benefits for international employees, outside the US, vary by country.