Program Manager, Digital Engagement

Mitratech

3h•Remote

About The Position

At Mitratech, we are a team of innovators focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available. For over 35 years, the experts at Mitratech have been focused on solving the complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries. As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work! We are seeking a strategic, data-driven Program Manager of Digital Engagement to lead our B2C and client digital engagement strategy across the full customer lifecycle. This role is responsible for driving awareness, onboarding, engagement, retention, and lifetime value through personalized, omnichannel digital experiences. The ideal candidate blends marketing, product thinking, lifecycle strategy, and analytical expertise to create meaningful customer connections that drive measurable business outcomes.

Requirements

5-7 years of experience in customer engagement, customer success operations, B2C digital marketing, or digital engagement.
Experience driving customer adoption, retention, engagement or lifecycle programs in SaaS technology, insurance, healthcare, retail, or consumer tech industries.
Experience building and scaling digital customer journeys and engagement programs.
Hands on experience with customer engagement and marketing automation platforms (e.g., Salesforce Marketing Cloud, Marketo, Gainsight Journey Orchestrator, Send Grid, etc.).
Strong analytical skills with hands-on experience in experimentation and performance optimization.
Experience building cross-functional programs and initiatives in a fast-paced environment.
Familiarity with customer data platforms (CDPs), behavioral analytics tools, and personalization engines.
Strong communication, presentation, and management skills.
Exceptional self-starter skills and ability to manage issues and projects to completion.
Proven leadership, oral/written communication, and problem-solving skills.
Solid PC skills including thorough knowledge of MS Word, PowerPoint, Excel.
Ability to explore ways to improve and promote quality, accuracy, and thoroughness.

Nice To Haves

Experience with Pendo and engaging with customers through a digital platform is a plus

Responsibilities

Develop and execute a comprehensive B2C digital engagement framework and customer adoption strategy aligned to company customer engagement objectives.
Partner with teams to identify opportunities to increase product usage, engagement and customer health.
Oversee digital customer programs across email, SMS, push notifications, in-app messaging, social, and web personalization.
Define segmentation frameworks and personalization strategies to improve engagement and relevance.
Design lifecycle journeys from acquisition through retention and advocacy.
Optimize programs that accelerate customer onboarding, engagement, win-back, and loyalty.
Increase customer lifetime value (LTV) through data-informed engagement tactics.
Establish KPIs and reporting dashboards to measure engagement, retention, and revenue impact.
Leverage customer feedback, A/B testing, experimentation, and behavioral analytics to continuously optimize digital engagement programs.
Translate data insights into actionable strategies and executive-level reporting.