- Company Name
- Teramind
- Job Title
- Digital Program Manager, Customer Success
- Job Description
-
**Job Title**
Digital Program Manager, Customer Success
**Role Summary**
Leads the design, implementation, and ongoing management of a 1:Many digital customer success program for self‑service users. Drives adoption, retention, and expansion through data‑driven journey mapping, automated multi‑channel campaigns, and scalable community events, with the goal of improving Net Revenue Retention and Gross Dollar Retention.
**Expectations**
- Deliver measurable improvements in adoption, churn reduction, and revenue expansion for the digital customer segment.
- Own the digital success tech stack, ensuring integration, automation, and optimal performance.
- Translate usage data and health scores into actionable journey enhancements and escalation criteria.
- Collaborate cross‑functionally with Customer Success, Marketing, Product, and Sales to align content and messaging.
**Key Responsibilities**
1. **Strategy & Program Design**
- Architect a segmented digital customer journey from onboarding to renewal, defining milestones, content, and proactive touchpoints.
- Create and maintain customer segments based on usage, health scores, lifecycle stage, and growth potential.
- Serve as primary owner and power user of digital success tools (e.g., ChurnZero, Intercom, HubSpot).
2. **Execution & Management**
- Build, launch, and manage multi‑channel campaigns (email automation, in‑app messages, webinars, video tutorials) targeting adoption, retention, and expansion.
- Partner with CS, Marketing, and Product to develop scalable resources (FAQs, video libraries, help docs).
- Plan and execute “Success‑at‑Scale” events such as webinars, office hours, and digital user groups.
3. **Reporting, Optimization & Best Practices**
- Define and monitor KPIs (open/click‑through rates, feature adoption, digital‑driven renewal rate, churn).
- Conduct continuous A/B testing of journey touchpoints and iterate based on results.
- Refine customer health scoring to differentiate digitally engaged users from those needing manual intervention.
- Establish automated handoff criteria and workflows for escalation to CSMs or Sales/Support.
**Required Skills**
- 3+ years in Customer Success Operations, Digital Customer Success, Marketing Automation, or related field focusing on 1:Many/self‑service segments.
- Proven ability to design and manage complex automated multi‑channel journeys.
- Strong analytical skills; proficiency in translating data into actionable insights.
- Expertise with digital success platforms (e.g., ChurnZero, Intercom, HubSpot) and CRM integration.
- Experience with A/B testing, segmentation, health scoring, and KPI reporting.
- Excellent written and verbal communication; ability to produce scalable content and lead virtual events.
- Collaborative mindset for cross‑functional teamwork.
**Required Education & Certifications**
- Bachelor’s degree in Business, Marketing, Communications, Data Analytics, or a related discipline (or equivalent experience).
- Preferred certifications: PMP, Certified Customer Success Manager (CCSM), or relevant marketing automation credentials.