AI-Driven Digital Customer Success Program Manager

Shoptalk; Nashville (TN); On-site; USD 120,000 - 170,000; Full time

Job summary

Uniguest seeks a Digital Program Manager - Customer Success to architect a scalable, data-driven CS program aimed at retention, adoption, and renewal readiness. This role emphasizes proactive risk identification, automated workflows, and digital engagement over managing a personal book of business.

The ideal candidate will leverage Salesforce, Snowflake, and BI tools to translate customer and product data into actionable operating processes and dashboards for cross-functional teams.

Qualifications

• 5+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Customer Lifecycle Operations, Digital Customer Success, SaaS program management, or related operating role.
• Strong Salesforce.com skills, including account, opportunity, order, renewal, task, activity, reporting, dashboard, and workflow concepts.
• Highly analytical mindset with ability to turn customer data into insights, priorities, workflows, and executive reporting.
• Experience building or improving customer health scores, risk frameworks, renewal readiness processes, segmentation models, or customer lifecycle programs.
• Experience working with dashboards, BI tools, or analytics teams. Tableau and Snowflake experience strongly preferred.
• Ability to work cross-functionally with Sales, Support, Product, Finance, Business Systems, and Customer Success stakeholders.
• Strong program management skills with clear ownership, timelines, cadence, success metrics, and adoption plans.
• Practical understanding of AI, automation, rules-based prioritization, or workflow automation in business operations.

Responsibilities

• Build and operate scalable Customer Success program across customer segments, verticals, products, and routes to market.
• Develop segmentation rules based on ARR, product type, renewal timing, usage, support activity, risk profile, and strategic importance.
• Create and maintain customer health scoring logic using Salesforce data, renewal information, product usage, support signals, and other data sources.
• Partner with Sales, Business Systems, Support, Product, Finance, and Customer Success to define data requirements, risk signals, workflows, dashboards, and action plans.
• Use Salesforce.com as a core operating system for customer risk visibility, task generation, renewal readiness, account prioritization, and workflow adoption.
• Work with Tableau and Salesforce reports or similar data and BI environments to analyze trends, churn patterns, renewal risk, and engagement performance.
• Build AI-enabled and rules-based processes to identify at-risk accounts, recommend actions, and prioritize outreach.
• Design digital customer success programs for onboarding, adoption, renewal reminders, product education, risk intervention, and value reinforcement.
• Create long-tail customer coverage programs to engage smaller customers efficiently without every account needing a dedicated CSM.
• Build work queues and action lists for CS, Sales, Support, and leadership based on renewal timing, usage trends, risk factors, and expansion opportunities.
• Maintain executive dashboards for customer health, at-risk ARR, renewal readiness, program performance, and engagement.
• Establish operating cadence for at-risk reviews, renewal readiness, digital program performance, and executive escalation.

Skills

Salesforce.com

Analytical mindset

BI dashboards

Cross-functional collaboration

Program management

AI & automation

Tools

Tableau

Snowflake

Power BI

Job description

Uniguest seeks a Digital Program Manager - Customer Success to architect a scalable, data-driven CS program aimed at retention, adoption, and renewal readiness. This role emphasizes proactive risk identification, automated workflows, and digital engagement over managing a personal book of business.

The ideal candidate will leverage Salesforce, Snowflake, and BI tools to translate customer and product data into actionable operating processes and dashboards for cross-functional teams.