AI-Driven Digital Customer Success Programs Lead

SmartRecruiters, Inc.; San Diego (CA); Hybrid; USD 105,000 - 173,000; Full time

Benefits offered by this job

Health plans

401(k) match

ESPP

Matching donations

Flexible time away

Family leave

Job summary

ServiceNow is seeking a Digital Customer Success Program lead to design and operate a digital-first engagement plan for the Mid-Market CS team. You will drive product adoption, customer health, and GRR across onboarding to renewal, partnering with Mid-Market CSMs to scale while preserving human relationships.

You will architect the program, build plays, run daily operations, and translate customer signals into action, leveraging AI to personalize experiences at scale.

Qualifications

• 5–10 years in CS, CS Ops, Digital CS, Lifecycle Marketing, or Product Adoption roles.
• Proven success improving adoption and retention in a SaaS environment.
• Previous experience building and launching a digital CS program.
• Strong reasoning skills with experience building health scores, segmentation, and customer journey programs.
• Experience with customer success platforms, CRM systems, and marketing automation tools.

Responsibilities

• Design and operate scaled digital customer journeys from onboarding to renewal.
• Drive adoption programs to accelerate onboarding, feature adoption, and time-to-value.
• Develop automated interventions for at-risk customers and prioritize outreach by signals.
• Own the digital customer journey and create scalable programs that increase engagement.
• Build dashboards and reporting for executives and CS teams; translate data into actions.

Skills

Customer Success

Operations

Product Adoption

Lifecycle Marketing

Tools

CRM systems

Marketing automation

CS platforms

Job description

ServiceNow is seeking a Digital Customer Success Program lead to design and operate a digital-first engagement plan for the Mid-Market CS team. You will drive product adoption, customer health, and GRR across onboarding to renewal, partnering with Mid-Market CSMs to scale while preserving human relationships.

You will architect the program, build plays, run daily operations, and translate customer signals into action, leveraging AI to personalize experiences at scale.