Digital Program Manager, Customer Success

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

📋 Description

• Develop and manage a scalable, data-driven Customer Success program tailored to various customer segments, verticals, products, and market channels.

• Formulate customer segmentation criteria based on ARR, product type, renewal schedules, usage metrics, support engagement, risk assessments, and strategic value.

• Establish and oversee customer health scoring mechanisms using Salesforce.com, renewal data, product engagement, support indicators, and additional customer insights.

• Collaborate with Sales, Business Systems, Support, Product, Finance, and Customer Success teams to specify data needs, identify risk signals, design workflows, create dashboards, and formulate action plans.

• Leverage Salesforce.com for visibility into customer risk, task creation, renewal preparedness, account prioritization, and workflow integration.

• Examine account trends, churn behaviors, renewal threats, adoption deficiencies, and engagement metrics utilizing Tableau, Salesforce reports, or comparable BI platforms.

• Develop AI-driven and rules-based systems to detect at-risk accounts, suggest optimal next steps, and prioritize outreach efforts.

• Craft digital Customer Success initiatives for onboarding, adoption, renewal notifications, product training, risk mitigation, and value reinforcement.

• Design long-tail customer engagement strategies and establish work queues and action items for Customer Success, Sales, Support, and leadership teams.

• Maintain executive dashboards for monitoring customer health, at-risk ARR, retention vulnerabilities, renewal preparedness, program effectiveness, and customer engagement levels.

• Set a regular cadence for reviews of at-risk accounts, renewal readiness, digital program effectiveness, customer health assessments, and executive escalation procedures.

⛳️ Requirements

• Over 5 years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Customer Lifecycle Operations, Digital Customer Success, SaaS program management, or a similar operational role.

• Proficient in Salesforce.com, including concepts related to accounts, opportunities, orders, renewals, tasks, activities, reporting, dashboards, and workflows.

• Possess a highly analytical mindset with the capability to transform customer data into actionable insights, priorities, workflows, and executive reports.

• Proven experience in developing or enhancing customer health scores, risk assessment frameworks, renewal readiness processes, segmentation strategies, or customer lifecycle initiatives.

• Familiarity with dashboards, BI tools, or analytics teams.

• Ability to collaborate effectively across departments, including Sales, Support, Product, Finance, Business Systems, and Customer Success stakeholders.

• Strong program management abilities, encompassing ownership, timelines, operational cadence, success metrics, and adoption strategies.

• Practical knowledge of AI, automation, rules-based prioritization, or workflow automation in a business operations context.

• Excellent communication skills with the ability to articulate data, processes, and program recommendations to senior commercial leaders.

• Experience with Tableau and Snowflake is highly preferred.

• Preferred familiarity with Salesforce Sales Cloud, Service Cloud, Agentforce, Tableau, Snowflake, Power BI, customer success platforms, and scaled or digital Customer Success initiatives.

🏝️ Benefits

• Equal employment opportunity and equitable access to employment.

• 24/7/365 multi-lingual support environment (company offering, not an employee benefit).