Senior Digital Customer Success Program Manager

Program Build & Strategy

• Work with the Director of CS, CS Ops, and Post Sale enablement to design, launch, and iterate on the digital CS engagement model for the digital customer segment, including lifecycle stages, triggers, and automation sequences (onboarding through renewal risk escalation).
• Own and evolve the Outreach playbook and sequence library for the digital customer segment; continuously test and refine based on performance data.
• Define and monitor capacity/utilization benchmarks for the digital segment, partnering with CS leadership on scaling triggers.

Account Management

• Manage the digital customer segment, working with the Renewals team and Technical Account Managers, and Account Executives to own renewal, adoption, and expansion outcomes.
• Serve as the named point of contact for a defined set of customers, blending high-touch judgment with digital-first tools.

Cross-Functional Collaboration

• Partner with CS Ops/RevOps to build and maintain reporting on program health (engagement rates, coverage, save rates, NRR/GRR contribution).
• Work with Enablement and Product Success to keep content, sequences, and playbooks aligned with product changes and customer needs.
• Provide feedback from the account-management side to continuously sharpen the program.

Revenue Growth

• Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion, and new product adoption.
• Accurately forecast and achieve revenue goals by identifying upsell opportunities based on customer needs or new product rollouts.

Customer Engagement

• Monitor customer health signals across the digital segment book and intervene proactively where risk is flagged.
• Balance efficiency (scale, automation) with genuine customer experience quality.

Reporting & Optimization

• Report on program performance and account health to CS leadership.
• Identify where the digital model needs a human escalation path vs. where automation is working.

Value Articulation

• Effectively articulate value propositions, create interest, and generate excitement through customer presentations.

Customer Satisfaction

• Anticipate customer needs and proactively drive solutions to ensure and exceed customer satisfaction.
• Inform and report account status to Senior and Exec staff.

Strategic Solutions

• Identify creative solutions for the Digital Customer Success Model.
• Inspire others within the organization.

Requirements

• Self-starter comfortable operating without a fully built playbook — this role builds the playbook.
• Strong interest in AI tools including Claude and ChatGPT.
• Comfortable both designing process/systems AND doing hands-on account work — this is not a pure strategy role.
• Proficient in both oral and written communication, able to tailor message format and content to specific audiences.
• Strong analytical skills — comfortable with utilization/capacity data, engagement metrics, and translating them into program decisions.
• Organized enough to manage a live book of accounts while iterating on a broader program simultaneously.
• Creative problem solver, able to accomplish goals through a variety of processes and tools.
• Experience: 4–7 years of Customer Success experience, ideally including exposure to digital/tech-touch or scaled CS models.
• Experience with marketing/sales automation tools (Outreach, HubSpot, or similar) for building lifecycle sequences.
• Experience working for a Software as a Service (SaaS) company.
• Cybersecurity experience is a plus, not required.
• Nice to Have: Salesforce, Outreach, and Zendesk experience is a plus.

Pay

• Base Salary Range: $92,000 – $120,000
• On Target Earnings (OTE): $105,800 – $138,000

Schedule

• Hybrid