Digital Customer Success Programs Leader

Doppel; Covina (CA); On-site; USD 140,000 - 160,000; Full time

Benefits offered by this job

Competitive equity

Flexible work environment

Health benefits, PTO & parental leave

Job summary

Doppel is seeking a Digital Program Manager, Customer Success to design and scale digital customer journeys and reporting infrastructure across the customer lifecycle. You will drive automated engagement, customer intelligence, and scalable playbooks in collaboration with CS leadership and revenue operations.

You will partner with Product, Marketing, Enablement, Support, and Engineering to ensure a proactive, measurable customer experience through digital channels and AI-enabled improvements.

Qualifications

• 3+ years in Customer Success Ops, Program Management, Digital Customer Experience, Lifecycle Marketing, Revenue Operations, or related SaaS function.
• Experience designing, launching, and scaling digital customer success programs for an existing customer base.
• Strong understanding of the SaaS customer lifecycle: onboarding, adoption, renewal, expansion and advocacy.
• Experience building dashboards/insights from CRM/product analytics/data sources.
• Ability to manage cross-functional programs with measurable business outcomes.
• Familiarity with CS tools such as HubSpot, Pendo, Docebo, Gainsight, Planhat, Vitally or similar.

Responsibilities

• Design, launch, and continuously improve digital customer success programs across the lifecycle, including onboarding and adoption.
• Own digital experiences for tech-touch and scaled segments, enabling high-touch CS teams with automated programs.
• Build scalable lifecycle campaigns using automation, segmentation, and product telemetry.
• Develop dashboards/reports for customer health, onboarding, adoption, renewals, expansion, and program effectiveness.
• Partner with Revenue Operations and Business Systems to improve data quality and reporting automation.
• Identify trends and opportunities and translate insights into actionable recommendations for CS leadership.

Skills

Customer Success Ops

Program Management

Data analysis

Stakeholder management

SaaS experience

Education

PMP/Agile/Scrum certification

Tools

HubSpot

Pendo

Docebo

Gainsight

Planhat

Vitally

Job description

Doppel is seeking a Digital Program Manager, Customer Success to design and scale digital customer journeys and reporting infrastructure across the customer lifecycle. You will drive automated engagement, customer intelligence, and scalable playbooks in collaboration with CS leadership and revenue operations.

You will partner with Product, Marketing, Enablement, Support, and Engineering to ensure a proactive, measurable customer experience through digital channels and AI-enabled improvements.