Digital Program Manager, Customer Success

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

About Doppel

Doppel is building the future of social engineering defense. Our AI-native platform uses agentic AI to protect executives, employees, customers, and brands from phishing, impersonation, fraud, and other AI-powered threats across digital channels. We help some of the world’s most recognized brands detect and dismantle attacker infrastructure while strengthening employee resilience through threat-informed training and simulation. By unifying Digital Risk Protection, Human Risk Management and Email Security, Doppel connects threats into a real-time intelligence graph to power faster disruption, smarter defense, and modern security awareness at scale. Backed by leading investors including Andreessen Horowitz and Bessemer Venture Partners, and trusted by leading enterprises, Doppel is a rapidly growing Series C startup building the future of social engineering defense. Our team combines deep cybersecurity expertise, operational rigor, and startup velocity to solve some of the internet’s most urgent trust and safety challenges.

About Doppel

Doppel is building the future of social engineering defense. Our AI-native platform uses agentic AI to protect executives, employees, customers, and brands from phishing, impersonation, fraud, and other AI-powered threats across digital channels. We help some of the world’s most recognized brands detect and dismantle attacker infrastructure while strengthening employee resilience through threat-informed training and simulation. By unifying Digital Risk Protection, Human Risk Management and Email Security, Doppel connects threats into a real-time intelligence graph to power faster disruption, smarter defense, and modern security awareness at scale. Backed by leading investors including Andreessen Horowitz and Bessemer Venture Partners, and trusted by leading enterprises, Doppel is a rapidly growing Series C startup building the future of social engineering defense. Our team combines deep cybersecurity expertise, operational rigor, and startup velocity to solve some of the internet’s most urgent trust and safety challenges.

The Role

At Doppel, we focus on building a culture where people feel respected, supported, and trusted to do meaningful work. We value clarity, collaboration, and solving real problems for our customers and teammates. We are looking for a Digital Program Manager, Customer Success to build and scale the digital programs, reporting infrastructure, and operational processes that help Doppel customers realize value across the customer lifecycle. In this position, you will design and optimize digital customer journeys, develop customer reporting and insights, accelerate AI adoption, and partner cross-functionally to make Customer Success more data-driven, consistent, and scalable. This is a highly cross-functional role that partners closely with Customer Success leadership, Revenue Operations, Product, Marketing, Enablement, Support, Professional Services, and Engineering to ensure every customer receives a clear, proactive, and measurable experience through digital channels.

What You Will Do

• 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 Customer Success Managers with automated engagement programs, customer intelligence, and repeatable playbooks.


• Build scalable lifecycle campaigns that proactively guide customers toward key milestones using automation, segmentation, customer behavior, product telemetry, and lifecycle analytics.


• Own Customer Success digital reporting by developing scalable dashboards and reporting views for customer 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 the Customer Success organization.


• Identify customer trends, risks, friction points, and growth opportunities through data analysis and translate insights into actionable recommendations for CS leadership and cross-functional partners.


• Partner with Product, Product Marketing, and Customer Success to accelerate adoption of Doppel’s AI capabilities through targeted customer education, campaigns, usage analysis, and best-practice programs.


• Measure AI adoption and customer maturity through clear success metrics; identify barriers to adoption and recommend improvements to product experience, enablement, and customer engagement.


• Map, document, and continuously optimize the end-to‑end digital customer journey using customer feedback, behavioral data, lifecycle analytics, and operational insights.


• Collaborate with Marketing and Enablement to create targeted email campaigns, learning content, webinars, in-product guidance, best-practice resources, and customer communications aligned to lifecycle stage and success milestones.


• Partner with Customer Success leadership to define and optimize customer health scoring, customer maturity frameworks, lifecycle processes, and standardized playbooks.


• Identify opportunities to automate repetitive Customer Success workflows using AI, digital tools, and scalable operational processes.


• Track and report on key metrics including time-to-value, onboarding completion, product adoption, AI feature adoption, customer health, product usage and engagement, NPS/CSAT, renewal readiness, expansion influence, and digital program ROI.


• Conduct segmentation analysis and A/B testing to continuously improve digital customer engagement and program performance.


• Partner with Product and Engineering to advocate for customer needs and improve in-product guidance, self-service experiences, and customer adoption paths.


• Work with Sales and Account Management to align digital customer success programs with broader business initiatives, renewal planning, and growth opportunities.

What We Are Looking For

• 3+ years of experience in Customer Success Operations, Program Management, Digital Customer Experience, Lifecycle Marketing, Revenue Operations, or a related SaaS function.


• Experience designing, launching, and scaling digital customer success programs for an existing customer base.


• Strong understanding of the SaaS customer lifecycle, including onboarding, adoption, value realization, renewal, expansion, and advocacy.


• Experience building customer reporting, dashboards, and insights using data from CRM systems, product analytics tools, customer success platforms, support systems, and/or marketing automation platforms.


• Strong analytical skills with the ability to collect, clean, structure, interpret, and communicate customer data from multiple sources.


• Experience with customer engagement, product analytics, or lifecycle tools such as HubSpot, Pendo, Docebo, Gainsight, Planhat, Vitally, or similar platforms.


• Proven ability to manage complex, cross‑functional programs with measurable business outcomes.


• Strong communication and stakeholder management skills, including the ability to translate data into clear recommendations for leadership and cross‑functional teams.


• Comfort working in a fast‑moving, high‑growth environment where priorities evolve and ownership is important.


• A thoughtful, curious, and resourceful approach to problem solving.


• Experience in B2B SaaS, cybersecurity, AI‑driven products, or customer‑facing technology environments is helpful but not required.


• Familiarity with customer journey mapping, lifecycle marketing, behavioral analytics, health scoring, customer maturity models, and operational playbooks is helpful but not required.


• Project management certification such as PMP, Scrum, Agile, or similar is a plus.

Why Join Doppel

• Competitive compensation and meaningful equity.


• Flexible work environment.


• Comprehensive health benefits, PTO, and parental leave.


• Opportunity to help define the future of Customer Success at Doppel.

Suggested Success Measures

• Reduced customer time-to-value


• Increased onboarding completion rates


• Higher product adoption and feature utilization


• Increased AI feature adoption


• Improved customer health score accuracy and usage


• Clearer customer maturity progression


• Higher customer engagement with digital programs


• Improved CSAT and NPS


• Stronger renewal readiness


• Increased expansion influence


• Increased adoption of executive and operational dashboards


• Improved reporting automation and data quality


• Increased operational efficiency across Customer Success


• Measurable ROI from digital customer success programs

Candidates must be authorized to work in the territory in which they're working. We are not currently able to sponsor visas.

The base salary range for this role is $140,000-$160,000 with commissions, equity participation, and comprehensive benefits.

Exact compensation will be commensurate with experience and location.

We are an Equal Opportunity Employer and consider all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are committed to providing reasonable accommodations to applicants and employees with disabilities. Please let us know if you require any accommodation during the application or interview process, to perform essential job functions, or to access the benefits and privileges of employment.

Salary Range: $140,000 USD - $160,000 USD