Digital Program Manager

Nerdio

10h•$120,000 - $140,000

About The Position

Nerdio is hiring a Digital Program Manager to orchestrate the scaled customer experience across Customer Success. The role owns automated customer journeys end to end and acts as an internal consultant to the Customer Success organization, identifying friction in the customer journey and addressing it through automation and agentic AI. Reporting to the Senior Manager, Digital Customer Success, the Digital Program Manager works alongside the Pooled CS team and builds reusable programs across Customer Success so customers receive a seamless experience. This is a builder role without a named book of business, requiring customer-first ownership and comfort bringing structure to ambiguity. The role oversees digital journeys from onboarding through adoption, value realization, renewal, and expansion readiness; builds triggers and handoffs to CAMs and TAMs; and works from journey maps owned by the strategy lead. It also leads discovery with CS teams, recommends and builds automation and AI solutions, manages program delivery and cross-functional partnerships, and measures the impact of each play on NRR, adoption, and risk reduction.

Requirements

At least 5 years of experience in digital customer success, lifecycle or adoption marketing, CS operations, or program management for a scaled customer segment.
Track record of leading cross-functional programs from idea to launch and influencing partners without direct authority.
Consultative approach, including ability to lead discovery, facilitate working sessions, and translate findings into a prioritized plan.
Hands-on experience with Customer Success, marketing automation, or CRM platforms, and ability to build or configure automated journeys.
Practical experience with or strong curiosity about AI agents and LLM-based workflows, with sound judgment about where AI should and should not act.
Data fluency, including using product telemetry, health scores, and attribution to choose what to build and demonstrate results.
Strong prioritization, risk management, and written and verbal communication skills for audiences ranging from CAMs to executives.
Builder mentality and comfort with ambiguity.

Nice To Haves

Experience in B2B SaaS, cloud, or the Microsoft and MSP ecosystem.
Experience with Partner Success or Support operations.
Hands-on use of no-code or low-code agent builders and prompt design.

Responsibilities

Own the digital customer journey from onboarding through adoption, value realization, renewal, and expansion readiness; build, launch, monitor, and iterate plays and automations at each stage.
Build triggers and handoffs that engage CAMs or TAMs at appropriate moments, including health thresholds, renewal risk, expansion signals, escalations, champion changes, and customer requests, following the coverage model set by the strategy lead.
Deliver against current and future-state journey maps owned by the strategy lead; identify and resolve friction so the customer experience is consistent regardless of who owns the interaction.
Lead discovery with Customer Success teams, using ticket analysis, stakeholder interviews, and data review to identify manual, repetitive, or inconsistent work that harms customer experience or consumes CAM/TAM capacity.
Recommend and build solutions using automation, signal-based triggers, and agentic AI, giving teams plays they can use.
Develop adaptive, agentic journeys for complex moments, such as personalized onboarding and automated EBR/TVR one-pagers.
Equip CAMs and TAMs with agentic insights that help their work and return capacity to them.
Evaluate tools, run pilots, and establish guardrails to ensure AI-driven customer interactions are accurate, on-brand, and handed off to a human when needed.
Manage programs and projects from discovery through launch and iteration, including scope, planning, sequencing, and maintaining roadmaps, status, and dependency views.
Partner with Marketing on lifecycle communications, RevOps on segmentation and metrics, Product on telemetry and in-app messaging, Support on ticket signals, and Sales on expansion.
Measure and communicate program impact by tying plays to NRR, adoption, and risk reduction, running test-and-learn cycles, and sharing results.