Digital Customer Success Program Manager

Event Temple•Vancouver, BC

5d•CA$80,000 - CA$110,000•Remote

About The Position

Event Temple is seeking a Digital Customer Success Program Manager to build and scale its digital customer experience. The primary goal is to help thousands of customers succeed with Event Temple without requiring one-to-one interactions. This role will own the programs, education, automation, and customer journeys that accelerate customer value, increase product adoption, and improve customer retention. The position involves close collaboration with Customer Success, Product, Engineering, Sales, and Marketing teams to enhance the customer experience through digital means, automation, and AI. This is a "builder" role for an individual with prior experience in creating best-in-class digital customer success programs.

Requirements

Experience building and scaling digital customer success programs for thousands of SMB SaaS customers.
Experience with digital onboarding, customer education, product adoption, and one-to-many customer success.
Experience with customer education platforms, in-app guidance, and lifecycle automation.
Experience with tools such as Pendo, Appcues, or similar platforms.
Strong analytical, project management, and execution skills.
Demonstrated interest in AI and applying it to improve customer outcomes.
Based in Vancouver, BC.

Responsibilities

Own the customer journey from closed-won through onboarding, activation, and adoption.
Build and continuously improve the digital customer success strategy.
Create and scale customer education, including video training, knowledge base content, product guides, and self-service learning.
Own in-app guidance and product education using platforms like Pendo or Appcues.
Plan and execute customer communications for product launches, beta programs, and new feature adoption.
Measure and improve customer activation, product adoption, NPS, and customer segmentation.
Identify opportunities to automate customer journeys for increased efficiency.
Leverage AI to enhance the customer experience and boost team efficiency.
Collaborate cross-functionally with Customer Success, Product, Engineering, Sales, and Marketing to improve the customer lifecycle.