Digital Program Manager, Customer Success

About Doppel

Doppel is building the future of social engineering defense. Our AI-native platform uses agentic AI to protect executives, employees, customers, and brands from phishing, impersonation, fraud, and other AI-powered threats across digital channels. We help some of the world’s most recognized brands detect and dismantle attacker infrastructure while strengthening employee resilience through threat-informed training and simulation. Backed by leading investors including Andreessen Horowitz and Bessemer Venture Partners, and trusted by leading enterprises, Doppel is a rapidly growing Series C startup building the future of social engineering defense.

Role

We are looking for a Digital Program Manager, Customer Success to build and scale the digital programs, reporting infrastructure, and operational processes that help Doppel customers realize value across the customer lifecycle. In this position, you will design and optimize digital customer journeys, develop customer reporting and insights, accelerate AI adoption, and partner cross-functionally to make Customer Success more data-driven, consistent, and scalable.

What You Will Do

• Design, launch, and continuously improve digital customer success programs across the customer lifecycle, including onboarding, adoption, customer education, AI feature adoption, customer maturity progression, renewal readiness, and customer advocacy.
• Own the digital experience for tech-touch and scaled customer segments while enabling high-touch Customer Success Managers with automated engagement programs, customer intelligence, and repeatable playbooks.
• Build scalable lifecycle campaigns that proactively guide customers toward key milestones using automation, segmentation, customer behavior, product telemetry, and lifecycle analytics.
• Own Customer Success digital reporting by developing scalable dashboards and reporting views for customer health, onboarding, adoption, product usage, engagement, renewals, expansion, and program effectiveness.
• Partner with Revenue Operations and Business Systems to improve data quality, reporting automation, and accessibility of customer insights across the Customer Success organization.
• Identify customer trends, risks, friction points, and growth opportunities through data analysis and translate insights into actionable recommendations for CS leadership and cross-functional partners.
• Partner with Product, Product Marketing, and Customer Success to accelerate adoption of Doppel’s AI capabilities through targeted customer education, campaigns, usage analysis, and best-practice programs.
• Measure AI adoption and customer maturity through clear success metrics; identify barriers to adoption and recommend improvements to product experience, enablement, and customer engagement.
• Map, document, and continuously optimize the end-to-end digital customer journey using customer feedback, behavioral data, lifecycle analytics, and operational insights.
• Collaborate with Marketing and Enablement to create targeted email campaigns, learning content, webinars, in-product guidance, best-practice resources, and customer communications aligned to lifecycle stage and success milestones.
• Partner with Customer Success leadership to define and optimize customer health scoring, customer maturity frameworks, lifecycle processes, and standardized playbooks.
• Identify opportunities to automate repetitive Customer Success workflows using AI, digital tools, and scalable operational processes.
• Track and report on key metrics including time-to-value, onboarding completion, product adoption, AI feature adoption, customer health, product usage and engagement, NPS/CSAT, renewal readiness, expansion influence, and digital program ROI.
• Conduct segmentation analysis and A/B testing to continuously improve digital customer engagement and program performance.
• Partner with Product and Engineering to advocate for customer needs and improve in-product guidance, self-service experiences, and customer adoption paths.
• Work with Sales and Account Management to align digital customer success programs with broader business initiatives, renewal planning, and growth opportunities.

Qualifications

• 3+ years of experience in Customer Success Operations, Program Management, Digital Customer Experience, Lifecycle Marketing, Revenue Operations, or a related SaaS function.
• Experience designing, launching, and scaling digital customer success programs for an existing customer base.
• Strong understanding of the SaaS customer lifecycle, including onboarding, adoption, value realization, renewal, expansion, and advocacy.
• Experience building customer reporting, dashboards, and insights using data from CRM systems, product analytics tools, customer success platforms, support systems, and/or marketing automation platforms.
• Strong analytical skills with the ability to collect, clean, structure, interpret, and communicate customer data from multiple sources.
• Experience with customer engagement, product analytics, or lifecycle tools such as HubSpot, Pendo, Docebo, Gainsight, Planhat, Vitally, or similar platforms.
• Proven ability to manage complex, cross-functional programs with measurable business outcomes.
• Strong communication and stakeholder management skills, including the ability to translate data into clear recommendations for leadership and cross-functional teams.
• Comfort working in a fast-moving, high-growth environment where priorities evolve and ownership is important.
• A thoughtful, curious, and resourceful approach to problem solving.

Suggested Success Measures

• Reduced customer time-to-value
• Increased onboarding completion rates
• Higher product adoption and feature utilization
• Increased AI feature adoption
• Improved customer health score accuracy and usage
• Better customer maturity progression
• Higher customer engagement with digital programs
• Increased CSAT and NPS
• Stronger renewal readiness
• Increased expansion influence
• Improved adoption of executive and operational dashboards
• Increased reporting automation and data quality
• Increased operational efficiency across Customer Success
• Measurable ROI from digital customer success programs