Digital CS Program Lead - Data-Driven Retention

Uniguest; United States; On-site; USD 120,000 - 170,000; Full time

Job summary

Uniguest is seeking a Digital Program Manager, Customer Success to design and operate a scalable, data-driven CS program focused on retention, adoption, and renewal readiness. The role emphasizes AI-driven risk identification and proactive customer engagement using Salesforce, Snowflake, and BI dashboards.

The ideal candidate has strong Salesforce skills, analytical mindset, and experience turning customer data into actionable workflows and executive reporting.

Qualifications

• 5+ years in Customer Success Operations, Revenue Ops, or related role.
• Strong Salesforce.com skills including renewal, task, and workflow concepts.
• Ability to turn customer data into priorities, workflows, and executive reporting.
• Experience with dashboards and BI tools (Tableau, Snowflake preferred).
• Experience building or improving health scores, risk frameworks, renewal readiness, and lifecycle programs.

Responsibilities

• Build and operate scalable Customer Success programs across segments, products, and routes to market.
• Develop segmentation rules based on ARR, renewal timing, usage, risk, and strategic importance.
• Create and maintain customer health scoring logic using Salesforce data and usage signals.
• Partner with Sales, Support, Product, Finance, and Customer Success to define data requirements and dashboards.
• Use Salesforce.com as a core operating system for risk visibility, renewal readiness, and workflow adoption.
• Analyze account trends, churn patterns, renewal risk, adoption gaps, and engagement performance with BI tools.
• Build AI-enabled and rules-based processes to identify at-risk accounts and prioritize outreach.
• Design digital CS programs for onboarding, adoption, renewal reminders, and risk intervention.
• Create long-tail coverage programs to engage smaller customers efficiently.
• Establish work queues and action lists for CS, Sales, Support, and leadership.
• Maintain executive dashboards for customer health and program performance.

Skills

Salesforce.com

Data analytics

Dashboards & BI

Program management

AI & automation

Cross-functional collaboration

Communication to leadership

Tools

Salesforce.com

Tableau

Snowflake

Power BI

Gainsight

ChurnZero

Totango

Planhat

Vitally

Catalyst

Job description

Uniguest is seeking a Digital Program Manager, Customer Success to design and operate a scalable, data-driven CS program focused on retention, adoption, and renewal readiness. The role emphasizes AI-driven risk identification and proactive customer engagement using Salesforce, Snowflake, and BI dashboards.

The ideal candidate has strong Salesforce skills, analytical mindset, and experience turning customer data into actionable workflows and executive reporting.