Program Manager, Digital Customer Success
About The Position
Vanta is seeking a Program Manager for its Digital Success Programs team to build and scale digital-first customer experiences that accelerate onboarding, product activation, and ongoing adoption. The role turns customer insights, product usage data, automation, and AI into programs that help early-stage and mid-market customers realize value and support retention and growth. The Digital Success Programs team creates scalable, personalized customer experiences that extend the reach of Customer Success. Working across Customer Success, Product, Marketing, Education, Community, Data, and Operations, the Program Manager owns customer lifecycle programs and translates product priorities and customer needs into repeatable, measurable engagement. This is a builder role requiring program management, customer empathy, data fluency, and strong cross-functional execution.
Requirements
- At least 5 years of experience in customer-facing, lifecycle marketing, customer success, or program management roles; SaaS experience is preferred.
- Experience designing, launching, and optimizing scalable onboarding, product activation, and customer engagement programs, ideally in a digital-first or scaled Customer Success model.
- Strong understanding of the customer journey, product adoption, and retention levers, with experience using behavioral triggers and customer data for targeted, personalized engagements.
- Ability to analyze product usage and engagement data, measure program effectiveness, and continuously optimize for impact.
- Strong project management skills, including defining goals, scope, milestones, and success metrics and independently driving cross-functional initiatives.
- Excellent communication, stakeholder management, and customer-facing content development skills.
- Proficiency with AI tools such as Claude or ChatGPT to improve workflows, accelerate execution, and drive operational efficiency.
- Uses AI in day-to-day work to amplify skills and strengthen outcomes, applies it across routine workflows, builds fluency through experimentation, and uses sound judgment to ensure AI-assisted work meets a high quality bar.
- Must be authorized to work in the U.S. without the need for current or future employer sponsorship.
Nice To Haves
- Experience with Salesforce, Snowflake, Customer.io, customer success platforms, or similar systems.
- Exposure to customer education, community engagement, or content strategy.
Responsibilities
- Own digital customer success programs end to end, such as cohort onboarding and one-to-many activation programs integrating education and community engagement.
- Design, build, and optimize scalable email communications across onboarding, activation, and adoption, using customer attributes, product usage signals, and behavioral triggers.
- Partner with Customer Success, Product, Education, Marketing, and Community to tailor programs to customer segments, adoption milestones, and risk signals.
- Measure performance against onboarding, activation, engagement, and time-to-value goals, and continuously improve program outcomes.
- Partner on activation strategy and own digital program execution for product launches and strategic adoption initiatives.
- Build activation experiences across email, in-app messaging, educational resources, community programming, and live learning.
- Identify opportunities for proactive intervention and deeper adoption using customer and product data.
- Define program-level success metrics and partner with Data on reporting that connects digital engagement to activation, adoption, and retention.
- Use AI tools such as Claude and ChatGPT to streamline workflows, develop content, analyze insights, and improve program efficiency.
- Build frontline awareness, buy-in, and enablement so partners can adopt and support new programs.
Benefits
- Industry-competitive salary and equity.
- Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans.
- 16 weeks of paid parental leave for all new parents.
- Health and wellness stipend.
- Remote workspace, internet, and cellphone stipend.
- Commuter benefits for team members who report to the San Francisco and New York City offices.
- Family planning benefits.
- Matching 401(k) contribution with immediate vesting.
- Flexible PTO policy and 80 hours of sick time.
- 11 company-paid holidays.
- Virtual team-building activities, lunch and learns, and other company-wide events.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
