Digital Customer Success Programs Lead

Doppel; United States; On-site; USD 140,000 - 160,000; Full time

Benefits offered by this job

Equity participation

Flexible work environment

Health benefits, PTO, parental leave

Job summary

Doppel seeks a Digital Program Manager, Customer Success to design and scale digital customer journeys and reporting. You will accelerate AI adoption, build scalable dashboards, and partner across Revenue Operations, Product, Marketing, Enablement, Support, and Engineering to deliver measurable value across the customer lifecycle.

The role emphasizes data-driven decision making, proactive customer engagement, and cross-functional alignment to ensure predictable outcomes and sustained customer

Qualifications

• Experience designing, launching, and scaling digital CS programs across a SaaS customer base.

Responsibilities

• Design, launch, and continuously improve digital customer success programs across the customer lifecycle, including onboarding, adoption, customer education, AI feature adoption, customer maturity progression, renewal readiness, and customer advocacy.
• Own the digital experience for tech-touch and scaled customer segments while enabling high-touch CSMs with automated engagement programs, customer intelligence, and repeatable playbooks.
• Build scalable lifecycle campaigns that proactively guide customers toward key milestones using automation, segmentation, product telemetry, and lifecycle analytics.
• Own CS digital reporting by developing dashboards and views for health, onboarding, adoption, product usage, engagement, renewals, expansion, and program effectiveness.
• Partner with Revenue Operations and Business Systems to improve data quality, reporting automation, and accessibility of customer insights across CS.
• Identify trends, risks, friction points, and growth opportunities through data analysis and translate insights into actionable recommendations for CS leadership and partners.
• Partner with Product, Product Marketing, and CS to accelerate adoption of Doppel’s AI capabilities through campaigns, usage analysis, and best practices.
• Measure AI adoption and customer maturity through clear metrics; identify barriers and improve product experience, enablement, and engagement.
• Map and optimize the end-to-end digital customer journey using feedback, analytics, and operational insights.
• Collaborate with Marketing and Enablement to create targeted email campaigns, learning content, webinars, in-product guidance, and best-practice resources.
• Define and optimize customer health scoring, maturity frameworks, lifecycle processes, and standardized playbooks.
• Identify opportunities to automate CS workflows using AI, tools, and scalable processes.
• Track and report on time-to-value, onboarding completion, product adoption, health, renewal readiness, expansion, and ROI.
• Conduct segmentation analysis and A/B testing to improve digital engagement and program performance.
• Partner with Product and Engineering to improve in-product guidance and self-service experiences.
• Work with Sales to align CS programs with renewal planning and growth opportunities.

Skills

Customer Success Operations

Program Management

SaaS

Data analysis

CRM tools

HubSpot

Pendo

Gainsight

Tools

HubSpot

Pendo

Docebo

Gainsight

Planhat

Vitally

Job description

Doppel seeks a Digital Program Manager, Customer Success to design and scale digital customer journeys and reporting. You will accelerate AI adoption, build scalable dashboards, and partner across Revenue Operations, Product, Marketing, Enablement, Support, and Engineering to deliver measurable value across the customer lifecycle.

The role emphasizes data-driven decision making, proactive customer engagement, and cross-functional alignment to ensure predictable outcomes and sustained customer