Senior Digital Program Manager

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

📋 Description

• Develop and manage the digital engagement framework for Customer Success.

• Lead the strategy, roadmap, and scheduling for CS digital initiatives, covering onboarding, adoption, value realization, renewal, and expansion.

• Create and implement segment-specific programs and journeys that align with customer segmentation, health scoring, and CS coverage models.

• Construct business cases that include target audiences, objectives, success metrics, content requirements, and resource allocations.

• Spearhead cross-departmental digital projects in collaboration with Marketing, Product, Support, Sales, and Enablement teams.

• Test and assess various engagement channels, such as in-app notifications, email, community interactions, and webinars.

• Design and develop automated Gainsight journeys featuring conditional logic, multi-step triggers, and data-driven audience targeting.

• Create, oversee, and refine email programs and in-app campaigns while ensuring campaign hygiene and governance standards are met.

• Establish and maintain audience segments, rules, and triggers; link digital initiatives to CTAs and human-led interactions.

• Conduct A/B testing on content, timing, and frequency; analyze results and make iterative improvements.

• Monitor engagement across customers, segments, and lifecycle stages.

• Detect and quantify engagement deficiencies, transforming them into prioritized programs and actionable recommendations.

• Maintain reporting on program progress and present insights and next steps to CS Leadership.

• Act as the primary Gainsight Lead for Customer Success, responsible for builds, data integrity, and platform health.

• Ensure the usability of data ingested from Snowflake, Salesforce, and other connectors into Gainsight.

• Document configurations, processes, and operational runbooks.

• Develop and manage dashboards and reports for CS Leadership.

• Track performance metrics across programs, engagement levels, stage progression, product adoption, retention, and expansion impact.

• Provide data-driven insights regarding program efficacy, coverage, and resource allocation.

• Convert CS Leadership priorities and CS Ops workflows into Gainsight builds.

• Participate in CS Ops and Leadership meetings to gather requirements and identify dependency gaps.

• Empower Customer Success Managers (CSMs) to act on digital program outcomes and communicate modifications to programs.

• Achieve success milestones, including prioritized backlogs, engagement baselines, dashboards, reports, live journeys, program roadmaps, and ongoing gap-reporting schedules.

⛳️ Requirements

• 4–6+ years of experience in Customer Success Operations, Digital/Scaled Customer Success, or lifecycle programs.

• 3–5 years of practical experience with Gainsight building or admin-level access.

• Proven experience in designing, building, and managing Journey Orchestrator programs and email campaigns from strategy to measurement.

• Demonstrated leadership in programs or projects with measurable outcomes.

• Strong grasp of the Gainsight data model, including MDA, relationships, connectors, and the Rules Engine.

• Experience with Snowflake-to-Gainsight data ingestion, connector configuration, MDA mapping, and troubleshooting pipelines.

• Proficient in Salesforce integrations and Gainsight synchronization with SFDC, Snowflake, and other data sources.

• Ability to leverage data to identify engagement gaps and convert them into prioritized initiatives.

• Familiarity with customer lifecycle management, segmentation, and health scoring in a B2B SaaS context.

• Capable of working independently, managing competing priorities, and delivering results without supervision.

• Proven track record of swift execution, including building dashboards in a day and launching journeys within a week.

• Strong written and verbal communication skills, with executive presence and the ability to document for both technical and non-technical stakeholders.

• Gainsight Admin certification is a plus.

• Experience in health scoring model design and maintenance is advantageous.

• Hands-on experience with Pendo is a plus.

• Familiarity with Claude, Microsoft Copilot, and Workato is desirable.

• Experience in lifecycle marketing, in-app messaging, or large-scale digital customer success programs is beneficial.

• Familiarity with Tableau or similar BI tools and basic SQL knowledge are advantageous.

• Experience in a commercial or mid-market CS environment supporting a large digitally served customer base is a plus.

🏝️ Benefits

• Bonus program or commission plan may be included.

• Stock options contingent on approval by 6sense’s board.

• Comprehensive health insurance coverage.

• Life insurance.

• Disability insurance.

• 401K employer matching program.

• Paid holidays.

• Self-care days.

• Paid time off (PTO).

• Paid parental leave.

• Equipment and support for remote work and team connectivity.

• Opportunities for learning and development.

• Access to LinkedIn Learning.

• Quarterly wellness education sessions.

• Wellness days.

• Events hosted by Employee Resource Groups (ERGs).