Senior Program Manager – Digital Customer Success

Senior Program Manager – Digital Customer Success

Requirements

• Experience in digital customer success, program management, customer enablement, or related fields.
• Strong data evaluation skills, including the ability to identify and communicate customer insights and trends.
• Capable of building and managing complex digital programs with measurable business outcomes in customer engagement tools such as Appcues and Matik or similar.
• Excellent organizational and project management skills with the ability to prioritize and manage commitments effectively in a fast-paced environment.
• Strong written and verbal communication skills with strong attention to detail. Ability to work both independently and cross-functionally to achieve goals.

Responsibilities

• Design and launch scalable and automated success programs across the customer lifecycle.
• Analyze the end-to-end digital customer journey, using behavioral and customer data to identify friction points, opportunities for improvement, and to proactively detect trends in product adoption, risks, and expansion opportunities.
• Define, track, and report on key performance metrics for digital success programs (e.g., customer health, product usage/adoption, ROI), and implement optimization strategies, including A/B testing and user segmentation.
• Manage a portfolio of digital success programs, including planning, execution, and regular business reviews, proactively identifying potential risks or roadblocks, and leveraging data analysis to measure program effectiveness and drive iterative improvements.
• Collaborate cross-functionally with Product, Marketing, and Success teams to align digital success programs with product roadmaps, marketing campaigns, and overall customer success strategies, ensuring seamless execution and a unified customer experience.

Preferred Qualifications

No preferred qualifications provided.