Digital Program Manager, Customer Success

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

📋 Description

• Design, implement, and continually enhance digital customer success initiatives throughout the customer lifecycle, including onboarding, adoption, customer education, AI feature integration, customer maturity advancement, renewal readiness, and customer advocacy.

• Oversee the digital experience for tech-touch and scaled customer segments while supporting high-touch Customer Success Managers with automated engagement initiatives, customer intelligence, and standardized playbooks.

• Develop scalable lifecycle campaigns that proactively steer customers toward essential milestones utilizing automation, segmentation, customer behavior analysis, product telemetry, and lifecycle metrics.

• Manage Customer Success digital reporting by creating scalable dashboards and reporting views for customer health, onboarding, adoption, product usage, engagement, renewals, expansion, and program effectiveness.

• Collaborate with Revenue Operations and Business Systems to enhance data quality, automate reporting, and improve accessibility of customer insights across the Customer Success organization.

• Analyze customer trends, risks, friction points, and growth opportunities through data analysis, translating insights into actionable recommendations for CS leadership and cross-functional partners.

• Work alongside Product, Product Marketing, and Customer Success to expedite the adoption of Doppel’s AI capabilities through targeted customer education, campaigns, usage analysis, and best-practice programs.

• Evaluate AI adoption and customer maturity using clear success metrics; identify barriers to adoption and suggest enhancements to product experience, enablement, and customer engagement.

• Map, document, and continuously refine the end-to-end digital customer journey using customer feedback, behavioral data, lifecycle analytics, and operational insights.

• Collaborate with Marketing and Enablement to develop targeted email campaigns, educational content, webinars, in-product guidance, best-practice resources, and customer communications tailored to lifecycle stages and success milestones.

• Partner with Customer Success leadership to define and enhance customer health scoring, customer maturity frameworks, lifecycle processes, and standardized playbooks.

• Identify opportunities to automate repetitive Customer Success workflows through AI, digital tools, and scalable operational processes.

• Monitor and report on key metrics such as time-to-value, onboarding completion, product adoption, AI feature integration, customer health, product usage and engagement, NPS/CSAT, renewal readiness, expansion influence, and digital program ROI.

• Conduct segmentation analysis and A/B testing to consistently improve digital customer engagement and program performance.

• Collaborate with Product and Engineering to advocate for customer needs and enhance in-product guidance, self-service experiences, and customer adoption pathways.

• Work with Sales and Account Management to align digital customer success initiatives with broader business objectives, renewal planning, and growth opportunities.

⛳️ Requirements

• 3+ years of experience in Customer Success Operations, Program Management, Digital Customer Experience, Lifecycle Marketing, Revenue Operations, or a related SaaS field.

• Proven experience in designing, launching, and scaling digital customer success programs for an established customer base.

• Strong comprehension of the SaaS customer lifecycle, encompassing onboarding, adoption, value realization, renewal, expansion, and advocacy.

• Experience in building customer reporting, dashboards, and insights utilizing data from CRM systems, product analytics tools, customer success platforms, support systems, and/or marketing automation platforms.

• Strong analytical capabilities with the proficiency to collect, clean, structure, interpret, and communicate customer data from diverse sources.

• Familiarity with customer engagement, product analytics, or lifecycle tools such as HubSpot, Pendo, Docebo, Gainsight, Planhat, Vitally, or similar platforms.

• Demonstrated ability to manage complex, cross-functional programs with measurable business outcomes.

• Excellent communication and stakeholder management skills, with the capability to translate data into clear recommendations for leadership and cross-functional teams.

• Comfort in a fast-paced, high-growth environment where priorities shift and ownership is crucial.

• A thoughtful, inquisitive, and resourceful approach to problem-solving.

• Experience in B2B SaaS, cybersecurity, AI-driven products, or customer-facing technology environments is advantageous but not mandatory.

• Familiarity with customer journey mapping, lifecycle marketing, behavioral analytics, health scoring, customer maturity models, and operational playbooks is beneficial but not obligatory.

• Project management certification such as PMP, Scrum, Agile, or similar is a plus.

🏝️ Benefits

• Competitive compensation and meaningful equity.

• Flexible work environment.

• Comprehensive health benefits, PTO, and parental leave.

• Opportunity to help shape the future of Customer Success at Doppel.