Customer Success Manager - Digital Program

The Digital Programs Customer Success Manager (DCSM) designs, delivers, and continuously improves scalable digital programs that drive customer adoption, expansion, and value realisation across a diverse product portfolio. This individual contributor role combines program strategy, design, and hands-on execution, guiding virtual teams and influencing cross-functional stakeholders to engage customers through digital and scale strategies. Success requires navigating a complex, matrixed environment and collaborating closely with teams including Sales, Product, Marketing, Commercial Excellence, Analytics, and Customer Success.

About the Role

Programme Strategy & Execution:

• Drive product adoption, customer engagement, retention, and advocacy using leveraging data and customer insights for effective digital and scale programs

• Own and deliver scalable programs across the customer lifecycle (implementation, adoption, expansion, renewal, win-back) to drive customer and business outcomes.

• Design and implement 1-to-many engagement models tailored to customer segments and leveraging multi-channel campaigns (email, in-app messaging, webinars, communities, self-service resources).

• Experiment and optimize with A/B testing, feedback loops, and analytics.

• Innovate by piloting new digital motions, leveraging AI and automation.

• Establish priorities, success metrics, and KPIs for accountability and consistency.

• Lead, manage, and coach virtual pods or workstreams to execute programs.

Cross-Functional Influence & Collaboration:

• Collaborate cross-functionally to execute programs and embed guided experiences, usage-based nudges, and seamless upgrade paths into solutions.

• Translate data and customer feedback into insights for Product roadmaps.

• Influence without direct authority across teams, acting as a connector across silos

Data, Insights & Innovation:

• Monitor adoption, health and engagement metrics; proactively identify risks and opportunities.

• Apply AI and automation to personalize engagements, identify customer needs, and improve efficiency.

• Analyze campaign and program performance; iterate, improve, and communicate results.

About You

Required:

• 5+ years in Customer Success, Program Management, Lifecycle Marketing, or Digital Success, with experience in B2B SaaS or content/platform companies.

• Proven success building scalable, digital-first programs across multiple channels.

• Experienced working in matrixed organizations; able to influence without direct authority, manage virtual teams, and foster collaboration.

• Skilled in customer success platforms (e.g. Gainsight, Salesforce), marketing automation (e.g. Marketo, Eloqua) and in-app engagement tools (e.g. Pendo, WalkMe).

• Strong analytical, program management and change management skills; data-driven decision-making.

• Excellent communication, leadership, and collaboration skills.

• Aptitude for adopting AI-driven engagement and automation tools.

Preferred:

• Background in supporting multiple industries with a portfolio of products.

• Experience in legal, risk, tax, or trade content industries.

• Bachelor’s degree in business, Technology, Marketing, or Communications.

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What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimburseme