Senior Digital Program Manager

6sense

4h•$92,813 - $136,125•Hybrid

About The Position

6sense is hiring a Senior Digital Program Manager to build and run the digital engagement engine for our Customer Success organization. This is a hybrid role: an expert-level Gainsight builder, program lead, and strategist. You will own the platform and, more importantly, You will own the platform and the quality of what gets built on it: the journeys, programs, and measurement that put CS strategy into action at scale. You are accountable for how they are built, for their accuracy, and for reporting on how they perform. Your primary focus will be to build and operate the digital programs that carry out CS strategy, report on where they are working and where customers are going unengaged, and recommend what to build next within CS priorities. You will partner closely with CS Leadership, CS Operations, Marketing, Product, and Support. You are not a ticket-taker: you identify the gaps, propose the program, build it, launch it, and prove its impact.

Requirements

4–6+ years in Customer Success Operations, Digital/Scaled Customer Success, or lifecycle programs, including 3–5 years of hands-on Gainsight Building (or admin level type access).
Proven experience designing, building, and managing Journey Orchestrator programs and email campaigns from strategy through measurement.
Demonstrated program or project leadership: you have owned cross-functional initiatives and delivered measurable outcomes.
Strong understanding of the Gainsight data model – MDA, relationships, connectors, and Rules Engine.
Experience with Snowflake-to-Gainsight data ingestion, including connector setup, MDA mapping, and pipeline troubleshooting.
Proficiency with Salesforce integrations and how Gainsight syncs with SFDC, Snowflake, and other data providers.
Experience using data to identify engagement gaps and turn them into prioritized programs.
Working knowledge of customer lifecycle management, segmentation, and health scoring in a B2B SaaS environment.
Ability to work independently, manage competing priorities, and deliver without oversight.
Track record of fast execution: you have built dashboards in a day and launched journeys in a week.
Strong written and verbal communication, with executive presence and the ability to document for technical and non-technical audiences.

Nice To Haves

Gainsight Admin certification.
Experience with health scoring model design and maintenance.
Hands-on experience with Pendo, including building in-app guides and messaging, defining behavioral segments, analyzing product usage and adoption, and using insights to trigger targeted digital CS journeys
Experience using Claude, Microsoft Copilot, and Workato to accelerate content creation, automate workflows, and scale digital CS programs.
Experience with lifecycle marketing, in-app messaging, or digital customer success programs at scale.
Experience with Tableau or similar BI tools; familiarity with SQL.
Experience in a commercial or mid-market CS motion supporting a large, digitally served customer base.

Responsibilities

Own the strategy, roadmap, and calendar for CS digital programs across the customer lifecycle: onboarding, adoption, value realization, renewal, and expansion.
Design and launch strategic, segment-level programs and journeys, aligned to customer segmentation, health scoring, and CS coverage models.
Build the business case for each program: audience, objective, success metrics, content needs, and required resources. Prioritize the roadmap with CS Leadership.
Act as project and program lead for cross-functional digital initiatives, coordinating Marketing, Product, Support, Sales, and Enablement to deliver on time.
Pilot and evaluate new engagement channels and tactics (in-app, email, community, webinars, and others) and scale what works.
Design and build automated journeys in Gainsight, including conditional logic, multi-step triggers, and data-driven audiences.
Create, manage, and optimize email programs and in-app campaigns targeting customers at key lifecycle moments. Partner with Marketing and CS on messaging, and own campaign hygiene and governance.
Build and maintain audience segments, rules, and triggers for digital touchpoints; connect digital programs to CTAs and human-led plays so digital and CSM engagement work together.
A/B test content, timing, and cadence; report results and iterate.
Track engagement: which customers, segments, and lifecycle stages are receiving touches, and which are not.
Identify and quantify gaps – unengaged accounts, stalled onboarding, low adoption, at-risk renewals with no digital or human outreach – and turn them into prioritized programs and recommendations.
Maintain a clear view of program progress against plan, and present findings and next steps to CS Leadership on a regular cadence.
Serve as the primary Gainsight Lead for Customer Success, owning building, data integrity, and platform health in regards to digital customer lifecycle.
Ensure Snowflake, Salesfoce, and other connectors data ingestion into Gainsight is usable for customer lifecycle programs
Document configurations, processes, and runbooks proactively.
Build and maintain dashboards and reports for CS Leadership
Track journey and program performance: reach, open and click rates, engagement, stage progression, product adoption, and influence on retention and expansion.
Provide regular, data-backed recommendations to improve program effectiveness and to inform coverage and resourcing decisions.
Translate CS Leadership priorities and CS Ops workflows into programs and Gainsight builds quickly and with minimal hand-holding.
Participate in regular syncs with CS Ops and Leadership to gather requirements, share updates, and surface dependency gaps before they cause delays.
Enable CSMs to act on digital program outputs, and communicate program changes clearly.

Benefits

generous health insurance coverage
life, and disability insurance
a 401K employer matching program
paid holidays
self-care days
paid time off (PTO)
paid parental leave
stock options
equipment and support needed to work and connect with your teams, at home or in one of our offices
access to our LinkedIn Learning platform
quarterly wellness education sessions