Program Manager, Digital Customer Success

 

About us

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.

The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes. 

About the role

The Program Manager, Digital Customer Success owns the design, execution, and continuous improvement of Auctane’s customer success lifecycle and digital programs. This role connects people, process, and platforms to scale customer engagement and retention efficiently, turning lifecycle data into action through automation, playbooks, and enablement.

This role involves operationalizing lifecycle orchestration,  defining triggers, workflows, systems, and metrics that guide when and how customers are engaged. This person reports directly to the Sr. Director of Digital Success at Auctane. 

This hybrid role is based in Austin, Texas and follows an in-office schedule (Tuesday through Thursday) with Monday and Friday being flex days. 

What will you be doing?

• Define, lead, and track strategic and operational digital programs to successful completion
• Deliver CS GTM initiatives that improve the effectiveness and efficiency of sales and customer success adoption capabilities, which include: 
• Customer journey development
• Process and playbook development for customer success in collaboration with GTM partners, such as sales and partnerships
• Processes and playbooks for Customer Success Associates, CSMs, and Professional Services
• Continued partnership with enablement to codify CS playbooks 
• Increase efficiency of current customer interventions through call tracking, intervention optimization and workflow automation
• Represent CS in cross-function programs / workstreams focused on customer experience initiatives
• Collect and translate customer feedback through various CS touchpoints into program insights that drive new lifecycle initiatives or interventions
• Support CS leadership in developing and and executing against lifecycle KPIs and reporting against hem
• Partner closely with Customer Marketing to sequence and personalize customer campaigns within lifecycle context.
• Ensure systems (Salesforce, Looker, Pendo, etc.) are configured to deliver triggered actions and reporting tied to lifecycle stage.
• Develop a governance model for interacting with scaled customer success programs 
• Drive global use for SFDC as CS system of record
• Build and maintain the Digital Playbook Library, codifying interventions for activation, adoption, and risk mitigation.

What are we looking for?

• 5+ years of progressive experience in Customer Success Operations, Lifecycle Management, or Digital Programs in a SaaS environment.
• Bachelor’s degree preferred.
• Excellent verbal and written communication skills.
• Ability to demonstrate critical thinking.
• Demonstrated success leading cross-functional initiatives that improve adoption, retention, and scalability.
• Strong experience with CRM and analytics platforms (Salesforce, Looker, Gainsight, HubSpot, Pendo, etc.).
• Proven ability to translate data into business insights and to operationalize workflows across teams.
• Excellent program management and stakeholder communication skills — able to drive clarity in complex, cross-functional environments.
• Experience with customer health scoring, automation rules, or signal-based engagement is a strong plus.
• Comfortable working in a fast-paced, matrixed environment where structure and clarity must be built from ambiguity.
• You share our values and are passionate about enabling customers to realize value at scale.

What will make you stand out?

• Top performance in prior role(s).

The Tech

• Working knowledge of G-suite applications
• Slack
• Zoom

What do we offer?

• 🏠 We are a hybrid company. All team members at Auctane in Austin come into the office Tuesdays, Wednesdays and Thursdays.
• 🛬Take the reins of your time off with our Flex Time Off policy – because work-