Customer Success Programs Lead

Responsibilities

• Own customer health scoring: Build the framework that gives CSMs earlier risk detection and clearer expansion opportunities through account health, adoption signals, renewal risk, and activation insights.
• Scale CSM engagement: Design the automations, sequences, and triggered workflows that help CSMs effectively manage customers from SMB through enterprise.
• Build lifecycle automation: Create onboarding, adoption, renewal, expansion, and re-engagement programs that keep customers progressing between CSM touchpoints.
• Unify customer intelligence: Bring together product usage, Slack, Gong, and other customer signals to surface trends, sentiment, and actionable insights in one place.
• Drive commercial growth: Build automated renewal, expansion, upgrade, and Agent activation motions that create the right opportunities for CSMs to engage and grow ARR.
• Partner cross-functionally: Work closely with CS Programs, Growth, Product, and Marketing to deliver a seamless, AI-powered customer journey across every touchpoint.

Requirements

• 4+ years in Digital Customer Success, Scaled CS, Lifecycle Marketing, Customer Marketing, CS Strategy & Ops, Growth, or a CS leadership role at a high-growth SaaS company.
• Proven experience building scaled customer programs and automation from the ground up.
• Hands-on experience with AI and CS tooling such as Claude, HubSpot, Pylon, Gainsight, or similar platforms.
• Founder mentality with the ability to thrive in ambiguity and build systems before a playbook exists.
• Strong perspective on what modern, AI-native Customer Success should look like.
• Analytical and data-driven, with a track record of measuring impact and prioritizing the highest-leverage opportunities.