Digital Success at Scale Program Manager

5+ years’ experience in Customer Success, Customer Enablement, Marketing Campaigns, Customer Marketing, and/or Customer Success in high-growth B2B tech/SaaS environments, with at least 2 years in a customer-focused role.
Campaign/programs management experience
Good understanding of customer success platforms (e.g., Gainsight), CRM systems (e.g., Salesforce), and marketing automation tools (e.g., Marketo)
Working knowledge of digital marketing concepts and functions
Experience planning and executing digital programs including webinars, events, email campaigns and nurture programs
Project Management experience and an ability to set and drive requirements across multiple functional areas
Experience with customer lifecycle and journey mapping
Excellent written and verbal communication, presentation, problem-solving, conflict resolution and program management skills

Develop and Implement Digital Customer Programs: Design multichannel digital initiatives (e.g., email campaigns, webinars, in-app messaging, online communities) to facilitate customer onboarding and product adoption.
Customer Journey Mapping: Analyze and map customer journeys to identify opportunities for digital engagement that drive value realization and customer satisfaction.
Cross-Functional Collaboration: Work closely across multiple teams in Customer Success, Product, Services, Support, Marketing and Sales to ensure cohesive and effective customer communication strategies.
Data Analysis and Reporting: Utilize analytics tools to monitor customer engagement, program effectiveness, and identify areas for improvement. Provide regular reports to stakeholders.
Content Development: Create and curate digital content, including tutorials, FAQs, and success stories, to support customer self-service and education.
Process Optimization: Continuously assess and refine digital customer success processes to enhance efficiency and scalability.