# Digital Program Manager, Customer Success

**Company:** [Doppel](https://hotfix.jobs/companies/doppel)
**Location:** Remote
**Role:** Customer Success
**Salary:** $140k – $160k/yr
**Experience:** 3+ years
**Skills:** customer success operations, Program Management, Lifecycle Marketing, Revenue Operations, HubSpot, pendo, Gainsight, vitally, CRM, Product Analytics, customer journey mapping, health scoring, A/B Testing, dashboard development
**Posted:** 2026-07-20

> Build and scale digital customer success programs, reporting dashboards, and lifecycle campaigns at a cybersecurity AI startup. Requires 3+ years in CS operations or related SaaS functions, strong analytics, and cross-functional program management to drive adoption, retention, and AI feature usage.

## Job Description

## 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.

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