Digital & Scaled Customer Success Program Manager

United States Digital Space LLC; Chicago (IL); Hybrid; USD 147,000 - 167,000; Full time

Job summary

United States Digital Space LLC in Chicago is seeking a Digital & Scaled CS Program Manager to own the build and execution layer of our digital CS programs. You will design customer journeys, manage vendor relationships, and coordinate cross-functional teams to align lifecycles with business goals, delivering scalable, data-driven customer success.

This role sits in our Chicago office with a hybrid schedule.

Qualifications

• 4+ years in Customer Success, CS Ops, or Marketing Automation.
• Experience building digital programs in a B2B SaaS environment.
• Ability to design and run customer journeys with lifecycle definitions.

Responsibilities

• Design, build, and refine campaigns and journeys in CDP-driven tools.
• Maintain program governance with weekly checks and journey reviews.
• Own vendor partnerships and escalation handling to meet Scaled CS goals.
• Update playbooks and enablement materials for CS teams.
• Plan webinars and scalable content with Marketing and CS teams.
• Collaborate across CS, Sales, Revenue Ops, Marketing, and Product Eng.

Skills

Cross-functional collaboration

Program governance

Vendor management

Digital program design

Marketing automation

Tools

Iterable

Outreach

Gainsight

Pocus

Trig

Job description

Our Customer Success team is committed to helping customers maximize the value of the company as both a technology platform and a holistic approach to collaboration. From high touch to scalable success, our goal is to deepen the usage of the whole work graph, resulting in delivering unmatched value with scalability and consistency. We strive to help all of our customers, across countries, industries, and functions, get off on the right foot and continue to get the most value out of the company over time.

As a Digital & Scaled CS Program Manager, you will be a hands-on, technically adept owner of the build and execution layer of our Digital and Scaled CS program. Sitting at the intersection of Customer Success, Sales, Revenue Operations, Marketing, and Product Engineering, you will be the driving force behind turning digital CS strategy into working programs, maintained playbooks, enabled teams, and well-run vendor partnerships. Day to day, you will design and refine customer journeys, manage vendor relationships, and ensure every active program reflects both lifecycle best practices and real-world account reality.

This role is based in our Chicago office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

What you’ll achieve

• Digital Program Execution: Design, build, and refine campaigns and journey orchestrations in tools like Iterable, Outreach, Pocus, and Trig. Define lifecycle stages, trigger logic, and intervention sequencing while building and validating audiences in the CDP to ensure sound data quality before launch.

• Program Governance & Quality: Maintain program governance through weekly checks, reviewing active journeys, flagging anomalies, and ensuring live programs reflect current business strategy.

• Vendor Partnership Management: Own the day-to-day management of vendor partnerships, running standing cadences, tracking performance against KPIs, and handling escalations to align delivery with Scaled CS goals.

• Playbooks & Enablement: Maintain and update playbooks to reflect changes in the Scaled motion. Build and review enablement materials to equip the Customer Success team to execute programs effectively and consistently.

• Scaled Content Delivery: Plan and execute webinars and scaled content assets that deepen adoption and drive customer engagement, coordinating across Marketing and CS to align with overall strategy.

• Commercial & Cross-functional Alignment: Collaborate across Customer Success, Sales, Revenue Operations, Revenue Analytics, Marketing, Enterprise Technology, and Product Engineering to ensure programs reflect ground-level account reality and resolve data questions proactively.

About you

• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.

• 4+ years of experience in Customer Success, CS Operations, or Marketing Automation, with at least 2 years building digital programs in a B2B SaaS environment.

• Proven ability to design, build, and run customer journey orchestrations in tools such as Iterable, Outreach, Gainsight, or similar, including lifecycle stage definition, trigger logic, and audience management.

• Strong program build discipline with experience maintaining playbooks, managing governance processes, and ensuring quality before programs go live.

• Commercial awareness with the ability to hold credible conversations with Sales regarding pipeline, account risk, and deal stages.

• Proactive problem-solver with strong cross-functional collaboration skills and the ability to work independently on data questions without unnecessary escalation.

• Clear, organized communicator who builds alignment across stakeholders and obtains appropriate sign-off before implementing program changes.

At the company, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission.

What we’ll offer

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.

For this role, the estimated base salary range is between $147,000 - $167,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salar