Digital Program Manager, Customer Success

About the position

As a Digital Program Manager, you will be responsible for planning and executing a variety of digital program initiatives, as well as managing our Community platform. You will work closely with cross-functional teams to drive the development and delivery of engaging content, training webinars, and community-driven events to support our customer base. You will partner with Customer Success leadership to align messaging with the broader team in a way that focuses on efficient and effective value delivery for customers. You will monitor and track the success of Digital Program initiatives and identify areas of opportunity to help drive program maturation over time.

Responsibilities

• Collaborate with stakeholders to define digital program objectives, scope, and strategy.
• Plan, coordinate, and execute digital initiatives that align with organizational goals and customer needs.
• Oversee the day-to-day operations of our Community platform, ensuring a seamless user experience.
• Manage content updates, monitor and moderate engagement, and ensure community guidelines are adhered to.
• Partner with Scale CS team to plan and execute 1-to-many initiatives such as new blog posts, weekly customer content, training webinars, and more.
• Work with internal teams to develop relevant content that educates, engages, and supports our customers.
• Drive peer to peer customer engagement with a many-to-many approach that leverages various channels and techniques, such as community interactions and discussion boards, roundtable sessions, online user groups, etc.
• Ensure active participation and valuable insights for both customers and the company.
• Help shape and maintain the tone and direction of community conversations.
• Work closely with education, services, marketing, product, and customer success teams to ensure digital programs are aligned with broader business initiatives and goals.