Digital Customer Success Program Manager

The organization operates in the AI and business process automation industry, helping enterprises reduce manual and repetitive work through an AI-powered platform that integrates technologies, data, and workflows. Its solutions support a significant share of major enterprises, including 85% of the Fortune 500®, enabling organizations to improve efficiency, productivity, and business outcomes.

About the Role

This role designs and manages a digital-first customer engagement program for the Mid-Market segment. It drives product adoption, customer health, and revenue retention by managing the digital customer journey from onboarding through renewal. The position develops scalable engagement strategies that complement human-led customer success efforts while using data, AI, and automation to create personalized experiences at scale.

Responsibilities

• Design and execute lifecycle programs that accelerate onboarding, feature adoption, and time-to-value.
• Develop targeted engagement campaigns based on customer maturity, behavior, and product usage.
• Partner with Product and Marketing teams to identify and implement opportunities to improve product adoption.
• Create automated interventions and engagement strategies for at-risk customers.
• Collaborate with Customer Success Managers to prioritize outreach based on customer health and behavioral signals.
• Measure and optimize customer success metrics associated with adoption, engagement, and renewal outcomes.
• Manage the digital customer journey and develop scalable programs that increase impact without requiring additional headcount.
• Leverage AI and automation to personalize customer experiences and engagement at scale.
• Monitor, analyze, and report on adoption, engagement, customer health, and retention metrics.
• Translate customer behavior and usage data into actionable insights and recommendations.
• Partner cross-functionally with Product, Marketing, Customer Success Operations, and other teams to improve the customer lifecycle.

Requirements

• 5–10 years of experience in Customer Success, Customer Success Operations, Digital Customer Success, Lifecycle Marketing, Product Adoption, or a related field.
• Proven success improving product adoption and customer retention within a SaaS environment.
• Experience designing, launching, and managing digital customer success programs.
• Strong analytical skills with experience in customer health scoring, segmentation, journey design, and behavioral analysis.
• Familiarity with customer success platforms, CRM systems, and marketing automation tools.
• Ability to operate effectively as both a strategic program leader and hands-on operator.
• Experience leveraging AI and automation to scale customer engagement and improve customer outcomes.
• Strong cross-functional collaboration, communication, and project management skills.

Pay

Base pay range of $116,400–$192,100 per year, plus equity when applicable, variable or incentive compensation, and benefits. Compensation varies based on qualifications, skill level, competencies, and work location.

Benefits

• Health plans, including flexible spending accounts.
• 401(k) plan with company match.
• Employee stock purchase plan (ESPP).
• Matching donation programs.
• Flexible time off.
• Family leave programs.