Digital Success Lifecycle Programme Manager

• Support the development of Digital Customer Success initiatives focused on customer health measures and risk mitigation
• Drive customer value realization and business impact through Digital CS programs
• Partner with the global Customer Success organization and cross-functional teams including Success Architecture, Marketing, Product, CS, and Sales
• Manage individual Digital CS initiatives and holistic scaled customer journey orchestration
• Develop current-state and future-state overviews of scaled customer journeys
• Conduct customer data analysis to understand the global customer base
• Identify customer needs and opportunities at different journey stages
• Develop and implement self-serve and scaled programs improving customer health, product adoption, value realization, retention, and growth
• Analyze customer retention drivers, trends, and signals
• Maintain stakeholder partnerships and build business cases for cross-functional initiatives
• Monitor pilot and new initiative performance and plan rollouts and expansions
• Review existing programs and processes against metric targets to identify optimization opportunities
• Build relationships with senior business leaders to facilitate collaboration and alignment
• Prepare and deliver strategic recommendations aligned with business priorities and impact
• Create and maintain internal materials on Digital CS programs
• Track industry landscape, digital customer success trends, and technologies to inform program evolution
• Occasional national and international travel might be required

• B.A./B.S. degree or equivalent practical experience
• 6–10 years’ experience in a combination of program management, product management, operations, customer success, management consulting, business analysis, or customer marketing
• Strong written and verbal communication skills to communicate complex topics clearly to varied audiences
• Strong organizational skills and attention to detail
• Cross-functional collaboration and influencing skills
• Experience working cross-functionally in shaping and delivering programs globally and across multiple customer segments
• Experience designing data-driven, outcome-focused programs and capturing results to demonstrate program impact and guide iteration
• Experience with global scaled and digital programs welcomed
• Experience with Gainsight Journey Orchestrator, Salesforce CRM, and AI program development welcomed
• Data analysis and business management experience welcomed
• Experience leading change within a cross-functional business environment welcomed

Demonstrates expertise in Digital Customer Success initiatives, focusing on customer health measures, risk mitigation, and value realization. Proficient in data analysis, program management, and cross-functional collaboration to drive customer engagement and optimize program performance.

• Digital Customer Success
• Data Analysis
• Program Management
• Cross-Functional Collaboration
• Gainsight Journey Orchestrator

• Program Management
• Data Analysis
• Customer Journey Orchestration
• Outcome-Focused Program Design
• Customer Retention Analysis

• Strong Written Communication
• Strong Verbal Communication
• Organizational Skills
• Attention to Detail
• Influencing Skills

• Customer Success
• Business Analysis
• Product Management
• Operations
• Management Consulting

• Salesforce CRM
• Gainsight Journey Orchestrator
• AI Program Development