Digital CS Program Lead — AI Journeys | Stock Options

Nerdio

United States

Remote

USD 140,000 - 190,000

Full time

11 days ago

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Benefits offered by this job

Stock options

Health plans

Life and disability plans

Retirement plan

Unlimited PTO

Team culture

Job summary

Nerdio is seeking a Digital Program Manager to orchestrate the scaled customer experience across Customer Success in the United States. You will own end-to-end automated journeys, acting as an internal consultant to the CS organization to remove friction with automation and agentic AI.

You will lead discovery, build AI-driven plays, and ensure a seamless experience across onboarding, adoption, renewal, and expansion.

Qualifications

5+ years in digital customer success, lifecycle, or program management for a scaled segment.
Experience leading cross-functional programs from idea to launch.
Consultative approach with discovery, workshops, and prioritized plan.
Hands-on experience with CS, marketing automation, or CRM platforms.
Experience with AI agents and LLM-based workflows.
Data fluency using telemetry, health scores, and attribution.
Strong prioritization, risk management, and communication.
Builder mentality and comfort with ambiguity.

Responsibilities

Own the digital journey from onboarding through adoption, value realization, renewal, and expansion readiness.
Build triggers and handoffs for CAM/TAM at key moments.
Deliver against journey maps and surface friction to standardize experience.
Lead discovery with CS teams to identify manual or repetitive work.
Recommend and build fixes: automation, triggers, and agentic AI.
Move programs to adaptive journeys for high-complexity moments.
Own program management from discovery to launch and roadmap visibility.