Program Manager - Digital Touch Customer Success

Thales; City of Melbourne; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive remuneration structure

Hybrid and flexible working options

Paid parental leave

Birthday day off

Ongoing professional development

Wellbeing & support partner

Job summary

A leading technology and security provider in Melbourne seeks a Program Manager – Digital Touch Customer Success. In this role, you will design engaging programs to drive customer adoption and success. The ideal candidate has experience in customer engagement roles, data-driven decision making, and excellent communication skills. The position offers competitive remuneration and hybrid working options.

Qualifications

• Relevant experience in customer engagement or marketing operations.
• Experience with customer engagement strategies and programs.
• Ability to analyze customer data for decision making.
• Excellent communication and presentation skills.

Responsibilities

• Design and deliver customer engagement programs.
• Utilize customer data for prioritizing actions.
• Collaborate with different teams to enhance customer experience.
• Collaborate with cross-functional teams to maximise networking, engagement and content delivery.
• Develop analytics on customer health, risk and growth opportunities for CS Operations.
• Advocate customer needs with Support, Engineering, Product Management and Sales.
• Maintain knowledge of company technology, products, and services.
• Collect customer success stories for reference programs.

Skills

Customer engagement

Data-driven decision making

Cross-functional project leadership

Communication skills

Strategic thinking

Tools

Salesforce

Gainsight

HubSpot

Marketo

Qualtrics

Salesforce

Job description

Job Overview

Thales is looking for a Program Manager – Digital Touch Customer Success to join our team. The role involves engaging customers at scale, driving adoption, and ensuring success throughout the Imperva journey.

Responsibilities

• Design and deliver programs to engage customers at scale, increasing adoption and retention.
• Utilize tools such as Gainsight, User Voice, Brightcove CMS, Higher Logic Community to automate and manage engagement.
• Leverage NPS, CSAT, User Voice to drive action based on customer voice.
• Use customer data and feedback to prioritize enablement roadmap.
• Collaborate with Digital Community Manager and CS Enablement Manager to maximize networking, engagement, and content delivery.
• Develop analytics on customer health, risk and growth opportunities, delivering insights to CS Operations.
• Advocate customer needs with Support, Engineering, Product Management and Sales to drive product usage and identify growth opportunities.
• Maintain knowledge of company technology, products, and services.
• Collect customer success stories for reference programs.

Qualifications

• Relevant experience in high-volume customer engagement roles such as Digital/Tech Touch Customer Success, Marketing Operations or SMB Account Management.
• Experience designing and implementing customer engagement strategies and programs.
• Ability to lead cross-functional projects.
• Data‑driven with experience using customer data analytics to prioritize action.
• Strategic thinking and innovative results delivery.
• Familiarity with tools such as Marketo, Gainsight, HubSpot, Churn Zero, Qualtrics.
• Experience with Salesforce; experience with IT security and SaaS companies is an advantage.
• Excellent communication and presentation skills.

Security Clearance

Applicants must be Australian citizens eligible for an Australian Defence security clearance.

Benefits

• Competitive remuneration structure.
• Hybrid and flexible working options (Thales Flex program).
• Paid parental leave and family support.
• Birthday day off.
• Novated lease options.
• Ongoing professional development.
• Sonder Wellbeing & Support Partner.

Thales is a family‑friendly workplace and an endorsed WORK180 Employer for All Women.