Digital Customer Success Program Manager

We are looking for an experienced Digital Customer Success Program Manager to define and build our digital customer success program.  As a Digital Customer Success Program Manager, you work with customers in one-CSM-to-many account relationships throughout the Digital lifecycle to drive value and optimize customer experience.   

The Digital Customer Success Program Manager is responsible for the execution and success of various touch points across launch, realize value and renewal via scalable digital interactions. You will become an expert in our customer journeys, develop a deep understanding of our customers’ needs at different stages, and learn how/what our customers can achieve leveraging our product.  

You will design and implement automated strategies to drive customer engagement and product adoption via email, in-app, and through other channels.  You will monitor success, feedback, and sentiment to continue to refine and evolve Digital Customer Success strategy at scale while continuously driving product adoption and engagement and elevating customer experience. 

Your objective will be to help us scale effectively while delivering a high-quality customer experience.

• Design and launch scalable processes, workflows, and automations to drive efficiencies and effectiveness of our tech-touch customer success program and deliver greater value to our customers
• Own the end-to-end process from ideation to execution, including requirements-gathering, design, build, measurement, and iteration
• Create processes to design a cohesive and targeted customer lifecycle digital communication experience and connect customers to enablement events, office hours, newsletters, and other resources
• Assess, prioritize, and innovate new programs to ensure our customers are realizing value of our platform
• Understand the Simpplr Platform functionality and be able to map to customer objectives
• Understand our customers' behavior and identify opportunities for customer experience improvement
• Know how to track success of campaigns and programs, and share successes with leadership appropriately
• Work closely with the Customer Success team to proactively and regularly identify challenges that require operational solutions
• Expand the digital CS program to across the other customer segments
• Create CTAs and respective playbooks to digitally engage with customers based on their adoption and engagement data throughout the customer journey
• Organize, facilitate, and conduct ongoing customer office hours and workshops to address customers’ needs and expand their footprint in our products and services

• 3-5+ years in a Customer Success program management in SaaS, with demonstrable experience designing tech-touch, processes, automation and CRM tools
• Experience in building and scaling operational tools
• A track record of meeting deadlines and seeing programs through from beginning to end
• The right balance of autonomy and collaboration
• Ability to manage different accounts at different stages in their maturity lifecycle
• Comfortable in a start-up environment where you need to move quickly and balance multiple business priorities & projects
• A deep understanding of programs that help drive product adoption, growth, customer loyalty, and customer retention
• Strong communication skills; able to collaborate with a variety of stakeholders including leadership and cross-functional teams
• Excellent organization skills: experience managing project plans, meeting deadlines, and proactively raising blockers or risks
• Passion for continuous iteration and experimentation
• Data-driven & analytical; able to use data to measure the business impact of solutions
• Gainsight proficiency preferred