Program Manager - Customer Success

Job Overview:

We seek a skilled and dynamic individual to join our team as a Digital Customer Success Program Manager. In this role, you will be responsible for driving the success and satisfaction of our SMB customers by designing and implementing innovative digital programs and initiatives. You will work closely with cross-functional teams to ensure a seamless customer experience, drive adoption of our products, and maximize customer retention and loyalty.

Key Responsibilities:

1. Design and Implement Digital Customer Success Programs: Develop and execute customer success programs and initiatives for SMB customers. Design digital touchpoints across multiple channels to enhance customer engagement and satisfaction.

2. Create customer-facing Content: Develop compelling customer-facing content to support customer education and enablement across digital and human touch points. Create resources, guides, and tutorials to facilitate product adoption and usage. Develop templates and tools to generate insightful reports that highlight key metrics, trends, and opportunities for improvement.

3. Build Business Review Tools and Adoption Frameworks: Design and implement business review tools and adoption frameworks to streamline efforts for our Customer Success Managers. Develop frameworks and processes to make it easy for customers to easily adopt our product.

4. Collaborate Across Teams: Work closely with cross-functional teams, including sales, marketing, product management, and customer support, to ensure alignment and coordination in delivering a seamless customer experience. Provide insights and feedback from customers to inform product roadmap prioritization and development.

5. Program development: Contribute to the design and development of the CSM transformation program, including defining objectives, strategies, and key performance indicators (KPIs). Transform 1:1 CSM touchpoints to 1:many communications via email journeys and in-app nudges.

6. Process improvement: Identify opportunities for enhancing CSM workflows, customer engagement strategies, and post-sale processes. Collaborate with CSMs and other teams to implement improvements.

7. Documentation and reporting: Maintain comprehensive documentation of CSM processes and procedures. Generate regular reports on program progress and KPIs for senior management.

Qualifications:

1. Bachelor's degree in business, marketing, communications, or related field. Master's degree preferred.

2. Proven experience in customer success, account management, or related roles, preferably in a digital or SaaS environment. Minimum 5 years experience

3. Prior experience in operating 1:many marketing communications including email journeys, webinars, and in-app PLG touchpoints. Minimum 3 years experience.

4. Strong project management skills with the ability to manage multiple priorities and deadlines.

5. Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal stakeholders.

6. Data-driven mindset with experience in analyzing customer data and metrics to drive insights and action.

7. Experience with CRM systems, customer success platforms, and digital analytics tools is a plus