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 initiative tailored to various customer segments, verticals, products, and market approaches.

• Establish customer segmentation criteria based on Annual Recurring Revenue (ARR), product type, renewal schedules, usage patterns, support interactions, risk profiles, and strategic significance.

• Design and uphold customer health scoring frameworks utilizing data from Salesforce.com, renewal statistics, product engagement, support indicators, and additional customer data sources.

• Collaborate with Sales, Business Systems, Support, Product, Finance, and Customer Success teams to delineate data needs, risk indicators, workflows, dashboards, and action strategies.

• Leverage Salesforce.com for enhanced visibility into customer risk, task generation, readiness for renewal, account prioritization, and workflow implementation.

• Evaluate account trends, churn behaviors, renewal risks, adoption challenges, and engagement metrics using Tableau, Salesforce reports, or comparable BI platforms.

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

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

• Formulate long-tail customer engagement strategies to facilitate effective interaction without necessitating a dedicated Customer Success Manager for each account.

• Generate work queues and action lists for teams in Customer Success, Sales, Support, and leadership.

• Maintain executive dashboards that reflect customer health, at-risk ARR, renewal readiness, retention risks, program performance, and customer engagement metrics.

• Set an operational rhythm for reviewing at-risk accounts, assessing renewal readiness, evaluating digital program effectiveness, conducting customer health assessments, and managing executive escalations.

⛳️ 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, encompassing 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 reporting.

• Experience in developing or refining customer health scores, risk assessment frameworks, renewal readiness protocols, segmentation models, or customer lifecycle initiatives.

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

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

• Strong program management abilities, including accountability, timelines, operational rhythms, 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 capacity to convey data, processes, and program proposals to senior commercial leaders.

• Experience with Tableau and Snowflake is highly desirable.

• Preferred familiarity with Salesforce Sales Cloud, Service Cloud, Agentforce, or customer-related Salesforce automation tools.

• Preferred experience with Tableau, Snowflake, Power BI, or similar data analysis and reporting environments.

• Preferred knowledge of Customer Success platforms such as Gainsight, ChurnZero, Avoma, Totango, Planhat, Vitally, Catalyst, or similar solutions.

• Preferred experience in developing scalable or digital Customer Success strategies for extensive customer bases.

• Preferred background in a multi-product, multi-vertical, or channel-supported business environment.

• Preferred expertise in creating programs for renewals, onboarding, adoption, product education, risk intervention, or customer value enhancement.

🏝️ Benefits

• Comprehensive health insurance coverage.

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career growth.

• Flexible work hours and remote work options.

• A supportive and inclusive company culture.