Digital Program Manager

Job Summary

To enhance the customer experience across Customer Success, the full-time remote Digital Program Manager will own automated customer journeys, act as an internal consultant, and lead initiatives involving automation and AI to streamline processes and improve engagement.

Key responsibilities

• Orchestrate the customer journey from onboarding to renewal, building and iterating on automation plays at each stage
• Act as an internal consultant by leading discovery efforts to identify and resolve friction points in the customer experience
• Manage program and project activities, collaborating with various teams to ensure alignment and measure impact on customer success metrics

Required qualifications

• 5+ years of experience in digital customer success, lifecycle marketing, or program management for scaled customer segments
• Proven ability to lead cross-functional programs and influence stakeholders without direct authority
• Hands-on experience with customer success, marketing automation, or CRM platforms
• Familiarity with AI agents and LLM-based workflows, with sound judgment on their application
• Strong data fluency to utilize product telemetry and health scores for decision-making