Digital Program Manager, Customer Success

About the position

As a Digital Program Manager, Customer Success, you will be at the forefront of driving scalable customer success initiatives through digital strategies. You will design, implement, and optimize digital programs that enhance the customer journey, promote product adoption, maximize customer satisfaction and retention, and drive upsell opportunities. This is a highly cross-functional role, partnering with CS leadership, Marketing, Product, and Operations to ensure that every customer receives an exceptional experience through digital channels.

Responsibilities

• Design and launch digital programs that scale customer success efforts across the customer lifecycle (onboarding, adoption, expansion, renewal, advocacy).
• Own the digital touchpoints for tech-touch and low-touch customer segments, ensuring engagement through automated and personalized experiences.
• Coordinate with CS leaders to align digital programs against team goals and KPIs such as customer ramp-up time, renewals, and growth opportunities.
• Map out and continuously optimize the digital customer journey using customer feedback, behavioral data, and lifecycle analytics.
• Execute across journey orchestration tools and communication platforms (ex. Hubspot, Pendo, Docebo).
• Collaborate with Marketing and Enablement to create targeted email campaigns, learning content, webinars, and in-product guidance.
• Ensure that content is relevant, timely, and aligned with customer needs and success milestones.
• Track and report on key metrics including customer health, product usage & engagement, adoption, satisfaction (NPS/CSAT), and program ROI.
• Conduct A/B testing and user segmentation analysis to continuously improve digital engagement.
• Partner with Product and Engineering teams to identify product enhancements and advocate for customer needs.
• Work with Sales and Account Management to align customer success programs with business initiatives.

Requirements

• 5+ years in Customer Success, Program Management, Digital Marketing, or a related field.
• Experience with customer engagement tools such as HubSpot, Pendo, or similar.
• Experience building a digital program (preferably for an existing install base) and capable of managing complex digital programs with measurable business outcomes.
• Proven ability to collect, clean, and structure raw marketing data from multiple sources (ex. CRM systems, product platforms, customer success tools, etc.).
• Excellent communication and stakeholder management skills.

Nice-to-haves

• Experience in SaaS or B2B technology environments.
• Familiarity with customer journey mapping, lifecycle marketing, and behavioral analytics.
• Project management certification (PMP, Scrum, etc.) is a plus.

Benefits

• Competitive base pay
• Incentive plan eligibility
• Participation in the employee equity plan (stock options)
• Health care insurance
• Income protection / life insurance
• Access to retirement savings plans
• Behavioral & emotional wellness services
• Generous time away from work
• Comprehensive employee recognition program