Digital Program Manager
This is a Fully Remote JobAbout Our Client: The organization operates in the digital customer success and lifecycle management space, focusing on improving customer journeys and reducing friction through automation and AI. It addresses challenges related to scaling customer experience across customer success teams by implementing automated and agentic AI-driven solutions that enhance consistency and efficiency.
About the Opportunity:
The DIGITAL PROGRAM MANAGER is responsible for managing the end-to-end automated customer journey across onboarding, adoption, renewal, and expansion readiness. The role acts as an internal consultant to customer success teams by identifying friction points and implementing automation and AI solutions. This position directly impacts the scalability and seamlessness of customer experiences and supports cross-functional collaboration to optimize customer success outcomes.
Responsibilities:
- Own the digital customer journey from onboarding to expansion, building and iterating automated plays
- Establish triggers for seamless handoffs to customer account managers or technical account managers
- Identify friction points through data analysis and field insights and implement solutions
- Lead discovery with customer success teams to find inefficiencies and recommend fixes
- Develop automation, signal-based triggers, and agentic AI plays for immediate use
- Advance the program from static to adaptive agentic AI-driven journeys
- Equip account managers with AI insights to improve efficiency
- Evaluate AI tools, run pilots, and ensure AI interactions are accurate and appropriately escalated
- Manage program and project planning, sequencing, and status tracking
- Collaborate with marketing, revenue operations, product, support, and sales teams
- Measure impact via metrics such as net revenue retention, adoption, and risk reduction
Requirements:
- 5+ years in digital customer success, lifecycle marketing, CS operations, or program management for scaled customer segments
- Proven ability to lead cross-functional programs and influence without direct authority
- Strong consultative skills with experience in discovery and prioritization
- Hands-on experience with customer success, marketing automation, or CRM platforms
- Knowledge or strong interest in AI agents and LLM workflows with sound judgment
- Data fluency using product telemetry and health scores to guide initiatives
- Strong prioritization, risk management, and communication skills
- Comfortable working in ambiguous, builder-oriented environments
- Pay Range and Compensation Package:
- Competitive Base and Incentive PlanStock Options
Benefits & Perks:
- Health and Welfare PlansLife and Disability Plans
- Retirement Plan
- Unlimited Flexible Paid Time Off, including birthday off
- Collaborative Team Culture
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.