Digital Customer Success Manager

ServiceNow•Mountain View, CA

9d•Remote

About The Position

The Digital Customer Success Program point person is responsible for designing and operating a scaled, digital-first customer engagement program within CS Operations that drives product adoption, customer health, and Gross Revenue Retention (GRR) for the Mid-Market segment. This role owns the digital customer journey motions from onboarding through renewal—creating scalable plays and campaigns that deliver value at scale while intelligently routing accounts to human touch (CSM engagement) when signals indicate risk or expansion opportunity. You will partner closely with Mid-Market CSM Principals to shape program strategy, define segmentation and engagement rules, and ensure the digital program amplifies (not replaces) human-led relationships. You are both strategist and operator: defining the program architecture, building the plays, running the daily operations, and translating customer signals into action.

Requirements

5-10 years in Customer Success, Customer Success Operations, Digital CS, Lifecycle Marketing, or Product Adoption roles.
Demonstrated success improving adoption and retention in a SaaS environment.
Previous experience building and launching a digital CS program
Strong reasoning skills with experience building health scores, segmentation, and customer journey programs.
Experience with customer success platforms, CRM systems, and marketing automation tools.
Comfortable operating as both strategist and builder.
Experience leveraging AI and automation to scale customer engagement.

Responsibilities

Drive Adoption: Design and execute lifecycle programs that accelerate onboarding, feature adoption, and time-to-value. Create targeted engagement campaigns based on maturity and product usage. Identify and recommend adoption improvements (in-product guidance, education, webinars, self-service resources) to Product and Marketing teams.
Protect Gross Revenue Retention: Develop automated interventions for at-risk customers. Partner with CSMs to prioritize outreach and remediation efforts based on customer signals and business impact. Measure and improve key indicators tied to renewal outcomes.
Digital Customer Programs: Own the digital customer journey from onboarding through renewal. Create scalable programs that increase engagement without increasing headcount. Leverage AI and automation to personalize customer experiences at scale.
Reasoning & Insights: Monitor adoption, engagement, and retention metrics. Build dashboards and reporting for Executives and Customer Success teams. Translate customer behavior data into actionable recommendations.
Cross-Functional Leadership: Partner with Product to improve adoption of strategic capabilities. Work with Marketing on customer education and lifecycle communications. Collaborate with CS Operations on tooling, data quality, and reporting.