Digital Customer Success Manager

Job Summary

Building and managing a digital Customer Success motion, the full-time remote Digital Customer Success Program Manager will design, implement, and oversee programs that enhance customer engagement and adoption through in-app sequences, scaled training, and email campaigns.

Key responsibilities

• Design and develop the digital Customer Success strategy in collaboration with Marketing, Sales, and Customer Success teams
• Build and manage in-app engagement programs using Pendo, focusing on onboarding and feature adoption
• Develop and scale training and education programs for various customer roles, ensuring effective tracking and reporting of customer engagement

Required qualifications

• 3+ years of experience in Customer Success, customer marketing, or a similar program role, preferably in SaaS
• Direct experience in delivering digital Customer Success programs and building customer learning paths
• Hands-on experience with in-app engagement platforms like Pendo, Gainsight PX, or similar
• Proficiency in running lifecycle email programs within a marketing automation or Customer Success platform
• Strong organizational skills to manage multiple programs simultaneously and effectively