Customer Success Digital Programs Manager

About the Opportunity:

The organization is an event analytics platform designed for builders who need immediate insights from their data without requiring SQL knowledge. It enables everyone in the organization to understand the impact of their work on product, marketing, and revenue metrics to make informed decisions.

The Customer Success & Solutions Engineering teams act as analytics consultants embedded within enterprise customer teams to drive business outcomes. They collaborate across sales, product, engineering, and support to implement self-serve analytics, manage change, execute technical projects, and maximize return on investment for customers.

The Digital Programs Manager role focuses on designing, building, and managing digital programs, workflows, and operational processes that deliver a high-quality, scalable customer experience. This position drives onboarding, adoption, and engagement programs for scaled customers through automated and human interactions, while partnering with cross-functional teams to enhance efficiency.

Responsibilities:

• Support execution of the digital Customer Experience strategy for scaled customers, ensuring consistent value across the lifecycle

• Build, launch, and manage digital programs for onboarding, adoption, engagement, and renewal readiness

• Execute digital campaigns across channels such as email, in-app messaging, Slack, and webinars to drive product adoption and engagement

• Monitor program performance and customer engagement metrics; conduct tests and iterate to improve adoption, retention, and customer satisfaction

• Automate and improve operational workflows to enable Customer Success Architects to work efficiently, including identifying risk signals and engagement triggers

• Create and maintain documentation, playbooks, and standard operating procedures for repeatable digital customer programs

• Collaborate with Customer Success, Product, Sales, Marketing, and Operations teams to gather requirements and ensure smooth program execution

• Work with data and operations partners to support customer segmentation, data quality, and targeting for digital outreach

• Track and report key program metrics and operational KPIs, sharing insights with stakeholders

• Stay informed about digital customer experience best practices, tools, and trends; contribute ideas for continuous improvement

Requirements:

• 3 to 5 years of experience in Program Management, Customer Success Operations, Digital Success, Lifecycle Marketing, or related roles; B2B SaaS experience preferred

• Practical experience building and running digital programs that drive customer adoption, engagement, or retention

• Strong execution and organizational skills managing multiple programs or initiatives simultaneously

• Experience with CRM systems, customer success platforms, and/or marketing automation tools

• Ability to analyze data to evaluate program performance and inform improvements

• Strong written and verbal communication skills

• Collaborative mindset with ability to work cross-functionally

• Growth mindset with eagerness to learn new tools, systems, and customer use cases

Preferred Qualifications:

• Exposure to analytics tools similar to the platform, familiarity with analytics concepts like events, properties, and dashboards

• Experience configuring workflows, automations, or customer journeys in customer success or marketing tools

• Basic knowledge of SQL or data analysis to retrieve and validate customer data

• Understanding of SaaS customer lifecycle best practices across various segments or industries

Benefits & Perks:

• Comprehensive Medical, Vision, and Dental Care

• Mental Wellness Benefit

• Generous Vacation Policy and Additional Company Holidays

• Enhanced Parental Leave

• Volunteer Time Off

• Additional US Benefits including Pre-Tax Benefits such as 401(K), Wellness Benefit, Holiday Break

Note:

“RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.”