Lead CX Program Manager (Digital-led)

Join us on our mission to make a better world of work. 

Culture Amp revolutionizes how over 25 million employees across 6,000 companies create a better world of work. As the global platform leader for employee experience, Culture Amp empowers companies of all sizes and industries to transform employee engagement, develop high performing teams, and retain talent via cutting-edge research, powerful technology, and the largest employee dataset in the world. The most innovative companies across the globe, such as Salesforce, PwC, KIND, SoulCycle, Celonis and BigCommerce depend on Culture Amp every day.

Culture Amp is backed by 10 years of innovation, leading capital venture funds, and offices in the U.S, U.K, Germany and Australia. Culture Amp is recognized as one of the world’s top private cloud companies by Forbes and one of the most innovative workplace companies by Fast Company.

Learn more about how Culture Amp can help you create a better world of work at cultureamp.com.

Special Note About this Opportunity:

- Candidates MUST be located in the SF Bay Area to be considered for this position

 

About the Role: The Opportunity at Culture Amp

The Lead CX Program Manager owns the digital-led customer experience, driving customers to leverage the Culture Amp platform to create a better world of work. In this highly cross-functional role, the PM will manage the broader DLCX program, creating new capabilities and driving improvements to existing components in partnership with Customer Success, Product and Customer Marketing, and other teams across our business. 

 

In this mission-critical role, you will:

Own the digital-led customer experience, expanding its reach across all customer segments to drive business outcomes like activation, adoption, and retention

Identify, prioritize, and deploy new DLCX opportunities within the customer journey

Manage large-scale projects to achieve customer and product outcomes

Build point-in-time campaigns in collaboration with Customer Success and Customer Marketing

Conduct data analysis on DLCX journey 

Partner with Product Managers and Marketers to embed scaled methods in our product releases

Collect customer feedback on DLCX

You must:

Set and achieve goals in a Culture First way that achieves desired outcomes. Create and implement plans and manage the workload of self and others. Identify and use resources wisely.

Work with others in an intentional way to achieve shared results. Know when to collaborate and when not to. Proactively partner with others to leverage their strengths and align efforts towards a shared purpose. Give clarity with a focus on trust, fairness and cooperation.

Use data and information to make informed decisions that achieve desired outcomes. Utilize a Culture First lens to make decisions. Move into action once a decision is made. Help others turn decisions into actions.

Approach situations with a focus on creativity, exploration and problem solving. Know when to innovate and when to follow process. Be proactive in taking creative ideas and generating valuable solutions. Be curious and actively promote a growth mindset.

Understand how our business operates and apply this understanding to enhance performance. This includes how we generate revenue, our growth plans, opportunities to improve the business, taking an internal/external customer lens and knowing what it takes to delight our customers.

 

You have:

Customer success/experience/lifecycle: Understands the elements of a typical SaaS customer journey, including activation, adoption, retention, and expansion

Scale: Understands how to use tactics and tools to support customers in digital-led or resource-light ways and create efficiencies for the business

Customer focus: The skill to build strong customer relationships and delivering customer-centric solutions

Project management: Staying on top of multiple types of work with varying timelines and deadlines. Awareness of time and estimated effort needed to accomplish tasks helps set appropriate expectations internally with the team

Systems thinking: The skill to perform problem solving in complex systems

Experimentation: The skill to bring a scientific mindset to their initiatives

Demonstrated experience in a customer-facing role in a SaaS environment

Track record of driving results in product adoption and customer engagement via scaled programs

Experience with a digital adoption platform (Intercom, WalkMe, Pendo, etc.) 

The ability to design and maintain a complex customer experience that includes both tooling and live