Senior Digital Program Manager

Role overview Own the digital engagement programs that bring Customer Success strategy to customers across onboarding, adoption, value realization, renewal, and expansion. This hands-on program leadership role combines journey design and platform administration with roadmap ownership, performance analysis, and cross-functional delivery.

Responsibilities - Set the roadmap and calendar for customer lifecycle programs, using segmentation, health signals, and coverage models to target audiences. - Build and operate automated customer journeys, email campaigns, and in-app programs, including audience rules, triggers, conditional logic, and connections to human-led customer plays. - Develop program proposals with clear objectives, audiences, content needs, success measures, and resource requirements; prioritize work with Customer Success leaders. - Coordinate delivery across Customer Success, Operations, Marketing, Product, Support, Sales, and Enablement, and test new engagement channels before scaling them. - Monitor customer reach and program outcomes, identify engagement gaps and lifecycle risks, and recommend next steps based on data. - Maintain performance dashboards, campaign governance, and clear communications that help teams act on program results.

Requirements - 4–6+ years in Customer Success Operations, digital or scaled Customer Success, or lifecycle programs, including 3–5 years building or administering Gainsight. - Experience owning Journey Orchestrator programs and email campaigns from planning through measurement. - Strong knowledge of Gainsight data structures and tools, including MDA, relationships, connectors, and Rules Engine. - Experience with Snowflake-to-Gainsight data ingestion, Salesforce integrations, and troubleshooting data pipelines or syncs. - Background leading cross-functional programs and using customer data to identify engagement opportunities and prioritize work. - Understanding of B2B SaaS customer lifecycle management, segmentation, and health scoring; able to work independently and communicate with technical and non-technical stakeholders.

Benefits and work setup The listing describes a remote-eligible role and offers health coverage, paid parental leave, paid time off and holidays, periodic wellness days, and stock options. Equipment and support are provided for working from home or an office.