Digital Program Manager, Customer Success

Responsibilities

• Design, launch, and continuously improve digital customer success programs across the customer lifecycle, including onboarding, adoption, customer education, AI feature adoption, customer maturity progression, renewal readiness, and customer advocacy.
• Own the digital experience for tech-touch and scaled customer segments while enabling high-touch Customer Success Managers with automated engagement programs, customer intelligence, and repeatable playbooks.
• Build scalable lifecycle campaigns that proactively guide customers toward key milestones using automation, segmentation, customer behavior, product telemetry, and lifecycle analytics.
• Own Customer Success digital reporting by developing scalable dashboards and reporting views for customer health, onboarding, adoption, product usage, engagement, renewals, expansion, and program effectiveness.
• Partner with Revenue Operations and Business Systems to improve data quality, reporting automation, and accessibility of customer insights across the Customer Success organization.
• Identify customer trends, risks, friction points, and growth opportunities through data analysis and translate insights into actionable recommendations for CS leadership and cross-functional partners.
• Partner with Product, Product Marketing, and Customer Success to accelerate adoption of Doppel’s AI capabilities through targeted customer education, campaigns, usage analysis, and best-practice programs.
• Measure AI adoption and customer maturity through clear success metrics; identify barriers to adoption and recommend improvements to product experience, enablement, and customer engagement.
• Map, document, and continuously optimize the end-to-end digital customer journey using customer feedback, behavioral data, lifecycle analytics, and operational insights.
• Collaborate with Marketing and Enablement to create targeted email campaigns, learning content, webinars, in-product guidance, best-practice resources, and customer communications aligned to lifecycle stage and success milestones.
• Partner with Customer Success leadership to define and optimize customer health scoring, customer maturity frameworks, lifecycle processes, and standardized playbooks.
• Identify opportunities to automate repetitive Customer Success workflows using AI, digital tools, and scalable operational processes.
• Track and report on key metrics including time-to-value, onboarding completion, product adoption, AI feature adoption, customer health, product usage and engagement, NPS/CSAT, renewal readiness, expansion influence, and digital program ROI.
• Conduct segmentation analysis and A/B testing to continuously improve digital customer engagement and program performance.
• Partner with Product and Engineering to advocate for customer needs and improve in-product guidance, self-service experiences, and customer adoption paths.
• Work with Sales and Account Management to align digital customer success programs with broader business initiatives, renewal planning, and growth opportunities.

Requirements

• 3+ years of experience in Customer Success Operations, Program Management, Digital Customer Experience, Lifecycle Marketing, Revenue Operations, or a related SaaS function.
• Experience designing, launching, and scaling digital customer success programs for an existing customer base.
• Strong understanding of the SaaS customer lifecycle, including onboarding, adoption, value realization, renewal, expansion, and advocacy.
• Experience building customer reporting, dashboards, and insights using data from CRM systems, product analytics tools, customer success platforms, support systems, and/or marketing automation platforms.
• Strong analytical skills with the ability to collect, clean, structure, interpret, and communicate customer data from multiple sources.
• Experience with customer engagement, product analytics, or lifecycle tools such as HubSpot, Pendo, Docebo, Gainsight, Planhat, Vitally, or similar platforms.
• Proven ability to manage complex, cross-functional programs with measurable business outcomes.
• Strong communication and stakeholder management skills, including the ability to translate data into clear recommendations for leadership and cross-functional teams.
• Comfort working in a fast-moving, high-growth environment where priorities evolve and ownership is important.
• A thoughtful, curious, and resourceful approach to problem solving.

Nice-to-Haves

• Experience in B2B SaaS, cybersecurity, AI-driven products, or customer-facing technology environments.
• Familiarity with customer journey mapping, lifecycle marketing, behavioral analytics, health scoring, customer maturity models, and operational playbooks.
• Project management certification such as PMP, Scrum, Agile, or similar.