Customer Success Program Manager

Lifeloop•REMOTE,

14d

About The Position

LifeLoop is seeking a Customer Success Program Manager to build the systems and scaled engagement programs that help our customers get more value from our platform, and help our CS team do more without stretching further. This is a newly created, high-impact role designed to evolve how we drive adoption, surface risk early, and engage customers between touchpoints. This role reports to the Sr. Manager of Customer Success. Our Customer Success Managers work across a complex, multi-product customer base—LifeLoop, iN2L, and Linked Senior—each with its own adoption dynamics, user types, and platform maturity. Currently, CSMs serve as the primary engine for every customer interaction, from strategic relationship work down to reactive engagement questions. That model works, but it limits how much proactive, high-value adoption-based work any one CSM can do. The Customer Success Program Manager changes that equation. You'll build the adoption programs, usage reporting infrastructure, and customer enablement resources that work between CSM conversations—creating a scalable layer of engagement that surfaces problems earlier, drives behavior change more consistently, and frees our CSMs to focus on the relationships and conversations that matter most. This is a builder's role. You'll own projects from strategy through execution and collaborate closely with CSMs, Onboarding, Support, and product stakeholders. If you are energized by designing systems that scale, thrive on connecting data to action, and care deeply about the customers behind the metrics, this is the role for you. To be clear about scope: this is not a product management or customer success management role—it's the layer that turns cross-team signals into scalable strategy. And manual, one-off customer reporting stays with the CSM until our underlying reporting system can deliver it at scale; this role does not take over ad hoc report generation from CSMs.

Requirements

Ability to synthesize data from various sources (product usage, customer interviews, call insights, Salesforce, renewal risk) to identify adoption drivers and blockers.
Experience with testing and validating adoption approaches, such as A/B testing.
Skill in defining health indicators and early warning signals for customer outreach.
Experience establishing governance structures for program objectives and measurement.
Proven ability to partner with cross-functional teams (Product, Onboarding, Enablement, Support, Customer Success) to develop scalable strategies.
Experience using data-driven insights to influence product roadmaps and system recommendations.
Ability to inform other teams on customer engagement strategies based on adoption patterns.
Experience designing and creating adoption-focused initiatives and playbooks.
Understanding of customer maturity and adoption frameworks.
Experience designing and running segmented, trigger-based adoption programs.
Ability to build automated re-engagement sequences.
Experience developing enablement resources for multi-module platforms.
Experience collaborating with customer service and enablement teams.
Experience building and managing customer communities.
Experience developing customer champions programs.

Responsibilities

Sit at the intersection of product usage data, customer interviews, Gong call insights, Salesforce data, and renewal risk signals—using AI to synthesize what's driving or blocking adoption across LifeLoop, iN2L, and Linked Senior and turning those into actionable programs
Test and validate adoption approaches (e.g., structured A/B testing) before translating validated insights into at-scale strategies, playbooks, and tools that CSMs use to drive adoption
Define the health indicators and early warning signals that should trigger CSM outreach
Establish a governance structure to ensure delivery of program objectives and accountability for measuring results
Partner with Product, Onboarding, Enablement, Support, and Customer Success to turn cross-team signals into scalable adoption strategies
Use validated adoption insights to influence LifeLoop's next “bets,” including signal-backed actions, product roadmap changes, and system and tooling recommendations
Inform other teams on how to engage customers based on adoption patterns (e.g., surfacing high-touch engagement trends that could shape marketing outreach, or informing how in-product guided-enablement tools are used for more targeted training)
Own the design and creation of adoption-focused initiatives that feed the CS team's quarterly rocks (e.g., building the strategy and playbooks CSMs execute against, while CSMs contribute the customer-facing time needed to deliver on them)
Connect customer maturity with adoption frameworks that support customers as they move along the journey toward their goals
Design and run segmented, trigger-based adoption programs tailored to customer type, product line, and lifecycle stage
Build automated re-engagement sequences for communities affected by high staff turnover, a recurring challenge in the senior living operator space
Develop module-specific enablement resources for LifeLoop's multi-module platform, addressing the variety of end users across senior living operators and communities
Collaborate with the Customer Services team (Onboarding, Education & Enablement) to ensure programs align with what customers are learning and experiencing early in their journey
Build and manage a customer peer learning community, where operators can share best practices, surface product tips, and learn from one another
Develop a stronger, more proactive customer champions program that can help carry adoption goals back into their organizations and communities to drive best practices