Sr. Digital Program Manager, Customer Activation & Adoption

6sense • Austin, TX

9h • Remote

About The Position

6sense is seeking a Senior Digital Program Manager to own and evolve how Customer Success engages customers before, during, and immediately after onboarding, with a focus on our Commercial segment. This role ensures Customer Success has clear visibility into customers exiting onboarding, including their readiness, risk profile, and adoption signals, so engagement can be timely, consistent, and effective. Your role is to assess user activation and design motions (primary focus around automation, though there will be an element of human-led motion to consider) to drive adoption of 6sense and ensure successful usage improving renewal outcomes.
This role does not manage Onboarding delivery teams. Instead, it owns the post-onboarding and activation program from a Customer Success perspective - defining how Onboarding outcomes are assessed and surfaced, establishing clear handoff signals from Professional Services to Customer Success, and designing scalable CS motions that support adoption and renewal readiness.
You will also partner closely with Professional Services to identify opportunities to scale elements of the onboarding experience - such as 1:many training, webinars, and reusable enablement - while ensuring Customer Success can leverage those assets both during Onboarding and for post-onboarding reinforcement. You will also work closely with Customer Success, Marketing, and Operations to align signals, workflows, and engagement models.
This is a senior individual contributor role with clear ownership for outcomes, operating with autonomy and cross-functional influence.

Requirements

• 5+ years of experience in program management, customer success operations, lifecycle programs, or digital CS
• Demonstrated proficiency with CS and GTM systems, including advanced use of Gainsight (health models, CTAs, journeys, reporting), along with Salesforce (SFDC) and Tableau to analyze data, monitor outcomes, and inform program decisions
• Demonstrated ability to design programmatic CS engagement, not just manage processes
• Experience translating customer data and signals into structured engagement strategies
• Demonstrated success operating in multi-product or platform SaaS models, with the ability to design engagement across interconnected products and use cases
• Strong analytical mindset with comfort assessing customer health, risk, and readiness
• Ability to operate autonomously and influence cross-functional partners without direct authority
• Clear, confident communicator comfortable working with senior CS and GTM leaders

Responsibilities

• Own CS engagement design around Onboarding
• Own how Customer Success engages customers before, during, and immediately after onboarding
• Define what “successful onboarding” means from a CS and renewal-readiness perspective
• Ensure CS involvement during onboarding is intentional, value-driven, and aligned to customer risk and complexity
• Assess readiness and risk at Onboarding exit
• Define clear criteria and measurement across all products for customers exiting onboarding healthy and activated
• Assess customer health, adoption, and risk profiles at onboarding completion
• Segment customers based on readiness and determine appropriate post-onboarding CS motions
• Design scalable CS motions and enablement
• Design programmatic CS engagement paths triggered by onboarding outcomes and customer risk
• Introduce 1:many and digital motions (e.g., webinars, group sessions, guided content) where appropriate
• Ensure onboarding content and experiences are reusable for post-onboarding retraining, reinforcement, and adoption gaps
• Maintain update schedule for content refresh
• Enable scale without increasing manual effort
• Identify where current Onboarding and CS engagement relies too heavily on 1:1, manual effort
• Partner with Operations, Analytics, and Digital CS teams to implement scalable alternatives
• Define when high-touch human engagement is required and when system-led or digital approaches are sufficient
• Drive continuous improvement and accountability
• Define and track onboarding-related CS metrics tied to activation, health, and renewal readiness
• Run pilots, test new CS engagement approaches, and iterate based on data
• Serve as the central point of accountability for onboarding-adjacent CS programs and cross-functional alignment

Benefits

• Full-time employees can take advantage of health coverage, paid parental leave, generous paid time-off and holidays, quarterly self-care days off, and stock options.
• We’ll make sure you have the equipment and support you need to work and connect with your teams, at home or in one of our offices.
• We have a growth mindset culture that is represented in all that we do, from onboarding through to numerous learning and development initiatives including access to our LinkedIn Learning platform.
• Employee well-being is also top of mind for us. We host quarterly wellness education sessions to encourage self care and personal growth.
• From wellness days to ERG-hosted events, we celebrate and energize all 6sense employees and their backgrounds.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed