Program Manager, Digital Customer Success

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

📋 Description

• Manage digital customer success initiatives from inception to completion, encompassing cohort onboarding and one-to-many activation programs.

• Create, develop, and enhance scalable email communications throughout the onboarding, activation, and adoption phases.

• Collaborate with Customer Success, Product, Education, Marketing, and Community teams to customize programs for various customer segments and adoption milestones.

• Assess program performance against targets for onboarding, activation, engagement, and time-to-value metrics.

• Collaborate on activation strategies and oversee the execution of digital programs for product launches and key adoption initiatives.

• Construct activation experiences through email, in-app messaging, educational materials, community programming, and live learning sessions.

• Discover opportunities for proactive engagement and enhanced adoption using customer and product insights.

• Establish program-specific success metrics and work with the Data team on reporting that links digital engagement to activation, adoption, and retention.

• Leverage AI tools to optimize workflows, create content, analyze data insights, and enhance program effectiveness.

• Foster frontline awareness, buy-in, and enablement for new initiatives.

⛳️ Requirements

• Over 5 years of experience in customer-facing roles such as lifecycle marketing, customer success, or program management, ideally within a SaaS environment.

• Proven track record in designing, launching, and refining scalable onboarding, product activation, and customer engagement programs.

• Deep understanding of the customer journey, product adoption strategies, and retention mechanisms.

• Experience utilizing behavioral triggers and customer data for personalized, targeted interactions.

• Ability to evaluate product usage and engagement metrics to assess program impact.

• Strong project management capabilities and the capacity to lead cross-functional projects autonomously.

• Exceptional communication skills, stakeholder management, and proficiency in developing customer-facing content.

• Familiarity with AI tools like Claude or ChatGPT.

• Experience with Salesforce, Snowflake, Customer.io, customer success platforms, or similar technologies.

• Background in customer education, community involvement, or content strategy.

• Employs AI in daily tasks to enhance skills and improve results.

• Must have authorization to work in the U.S. without current or future employer sponsorship.

🏝️ Benefits

• Competitive salary and equity package within the industry.

• Extensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical options.

• 16 weeks of paid Parental Leave for all new parents.

• Health and wellness stipend.

• Stipends for remote workspaces, internet, and cellphone expenses.

• Commuter benefits for employees working at the SF and NYC offices.

• Family planning support.

• 401(k) matching contributions with immediate vesting.

• Flexible PTO policy along with 80 hours of Sick Time.

• 11 paid holidays provided by the company.

• Virtual team-building activities, lunch-and-learns, and various company-wide events.