Digital Program Manager

Jobgether; Oregon; Hybrid; USD 120,000 - 140,000; Full time

Benefits offered by this job

Remote work in the United States

Stock options

Unlimited PTO

Birthday leave

Health & welfare benefits

Job summary

Jobgether is seeking a Digital Program Manager in the United States to lead scalable digital customer experiences across onboarding, adoption, renewals, and expansion. You will own automated journeys, leverage AI, and collaborate with Customer Success, Marketing, Revenue Operations, Product, Support, and Sales to drive outcomes.

You will translate challenges into practical, scalable automation while maintaining brand-aligned communications and measuring impact on churn, adoption, and expansion

Qualifications

• 5+ years in digital customer success, lifecycle marketing, CS operations, or program management.
• Experience leading cross-functional programs from discovery to optimization.
• Ability to influence stakeholders without direct authority.
• Hands-on with CS platforms, marketing automation, or CRM systems.
• Interest or experience with AI agents and LLM workflows.

Responsibilities

• Own end-to-end digital customer journeys across onboarding, adoption, renewals, and expansions.
• Design, launch, monitor, and optimize automated journeys and lifecycle programs.
• Collaborate with Marketing, Revenue Ops, Product, Support, and Sales to align programs.
• Translate challenges into automated solutions using triggers and AI-driven workflows.
• Lead internal consultations to identify inefficiencies and improve CS delivery.
• Govern AI-enabled communications to stay on brand and escalate when needed.
• Track performance with NRR, product adoption, and risk metrics; iterate regularly.

Skills

Cross-functional collaboration

Stakeholder management

Data analysis & telemetry

Project management

Communication skills

AI/LLM awareness

Education

5+ years in digital CS / lifecycle marketing / CS Ops

Tools

Marketing automation tools

CRM systems

Customer Success platforms

Job description

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Digital Program Manager based in the United States.

As a Digital Program Manager, you will lead the development and execution of scalable digital customer experiences, helping organizations improve engagement, adoption, retention, and long-term customer value. You will own automated customer journeys across the entire lifecycle, from onboarding and product adoption to renewals and expansion readiness. Working closely with Customer Success, Marketing, Revenue Operations, Product, Support, and Sales teams, you will identify customer journey challenges and transform them into effective digital solutions. You will leverage automation, data analytics, and emerging AI technologies to streamline processes and deliver personalized customer interactions at scale. This role combines strategic thinking, hands‑on program execution, and innovation, with significant influence across the broader Customer Success organization. It is an exciting opportunity to shape the future of digital customer success within a fast‑growing cloud technology environment.

Accountabilities

Digital Customer Journey Management

Own and continuously improve the end‑to‑end digital customer experience, covering onboarding, adoption, value realization, renewals, and expansion readiness. Design, launch, monitor, and optimize automated customer journeys and lifecycle programs.

Automated Journey Development

Build automated workflows, customer engagement plays, triggers, and handoffs that ensure the right Customer Account Manager (CAM) or Technical Account Manager (TAM) becomes involved at the appropriate moment, based on customer health, renewal risks, expansion opportunities, escalations, and other engagement signals.

Customer Experience Optimization

Implement existing and future customer journey strategies while identifying friction points through customer feedback, operational data, and internal stakeholder insights. Develop solutions that deliver consistent customer experiences across all Customer Success teams.

Internal Consulting & Discovery

Partner with Customer Success teams to understand operational challenges through ticket analysis, stakeholder interviews, and data reviews. Identify repetitive manual activities, inconsistent processes, and opportunities to improve efficiency and customer satisfaction.

Automation & Process Improvement

Translate identified challenges into practical solutions using automation, intelligent triggers, and AI‑powered workflows. Develop reusable programs and tools that enable Customer Success teams to improve service delivery and recover valuable operational capacity.

Agentic AI Implementation

Lead the evolution from traditional automated workflows toward adaptive, AI‑driven customer journeys, including personalized onboarding experiences and automated Executive Business Review (EBR) and Technical Value Review (TVR) summaries.

AI Enablement & Governance

Equip CAMs and TAMs with AI‑generated insights and actionable recommendations. Evaluate relevant technologies, manage pilot programs, and establish appropriate guidelines to ensure AI‑generated communications remain accurate, consistent with brand standards, and appropriately escalated to human team members when needed.

Cross‑Functional Program Management

Manage initiatives from discovery through implementation and continuous improvement, including defining project scope, developing timelines, prioritizing deliverables, managing dependencies, and maintaining visibility into roadmaps and progress.

Stakeholder Collaboration

Work closely with Marketing on customer lifecycle communications, Revenue Operations on segmentation and performance metrics, Product on telemetry and in‑app messaging, Support on customer ticket signals, and Sales on expansion opportunities.

Data‑Driven Performance Management

Measure the effectiveness of digital customer programs by connecting individual initiatives to key business outcomes, including Net Revenue Retention (NRR), product adoption, and customer risk reduction. Conduct experiments, analyze results, and communicate performance insights across the organization.

Continuous Improvement & Innovation

Identify emerging opportunities to enhance customer engagement through new technologies, scalable processes, and AI‑driven solutions. Share best practices and promote continuous improvement throughout the Customer Success organization.

Requirements

At least 5 years of professional experience in digital customer success, lifecycle marketing, customer adoption, Customer Success Operations, or program management within a scaled customer environment.

Demonstrated experience leading cross‑functional programs from initial discovery and planning through implementation, launch, and optimization.

Proven ability to influence stakeholders and coordinate teams without direct managerial authority.

Strong consultative skills, including the ability to conduct discovery sessions, facilitate collaborative workshops, gather stakeholder feedback, and translate findings into actionable priorities.

Hands‑on experience with Customer Success platforms, marketing automation tools, or CRM systems, including the ability to design, configure, and manage automated customer journeys.

Practical experience with AI agents and Large Language Model (LLM)-based workflows, or a strong interest in developing expertise in these technologies.

Sound judgment in determining where AI‑powered automation can improve customer experiences and where human intervention remains essential.

Strong analytical capabilities and data fluency, including experience using product telemetry, customer health scores, segmentation, and attribution data to guide decisions and measure program effectiveness.

Excellent project management skills, with the ability to prioritize competing initiatives, manage risks and dependencies, and maintain clear visibility into project progress.

Strong written and verbal communication skills, with the ability to adapt messaging to different audiences, from customer‑facing teams to senior executives.

A proactive builder mentality, with the ability to work independently, navigate ambiguity, and develop structured solutions in a fast‑paced environment.

Preferred Qualifications

Experience in B2B SaaS, cloud technology, or the Microsoft and Managed Service Provider (MSP) ecosystem.

Previous experience working in Partner Success or Customer Support Operations.

Hands‑on experience with no‑code or low‑code AI agent development platforms.

Familiarity with prompt engineering and designing LLM‑powered workflows.

Experience developing scalable customer engagement strategies and lifecycle automation programs.

Benefits

• Competitive Compensation:
• Annual base salary ranging from $120,000 to $140,000, complemented by an incentive plan.
• Stock Options:
• Opportunity to participate in the company's equity program.
• Health & Welfare Benefits:
• Access to comprehensive health and welfare insurance plans.
• Life & Disability Coverage:
• Insurance plans designed to provide additional financial protection.
• Retirement Benefits:
• Access to a company retirement savings plan.
• Flexible Paid Time Off:
• Unlimited flexible PTO to support work‑life balance and personal commitments.
• Birthday Leave:
• Enjoy your birthday off as an additional employee perk.
• Remote Work:
• Fully remote position based in the United States.
• Collaborative Culture:
• Join an innovative, collaborative, and fast‑moving team that values creativity, ownership, and continuous learning.
• Professional Development:
• Opportunity to work with emerging AI technologies, automation platforms, and modern cloud solutions while contributing to the evolution of digital customer success.