Digital Success Lifecycle Programme Manager

Jobtailor; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

Jobtailor is seeking a seasoned Digital Customer Success Program Manager in New York to lead scalable, data-driven customer success initiatives. You will partner with global teams to drive value realization, health metrics, and risk mitigation across diverse customer segments.

Responsibilities include managing end-to-end digital programs, analyzing global customer data, and enabling self-serve options to improve adoption, retention, and growth. Travel may be required.

Qualifications

• B.A./B.S. degree or equivalent practical experience.
• 6–10 years’ experience in program management, product management, operations, or related fields.
• Strong written and verbal communication to convey complex topics clearly to varied audiences.
• Cross-functional collaboration and influencing skills.
• Experience designing data-driven, outcome-focused programs globally and across segments.

Responsibilities

• Support Digital Customer Success initiatives focused on health measures and risk mitigation.
• Drive customer value realization through Digital CS programs.
• Partner with global CS and cross-functional teams to align initiatives.
• Manage individual initiatives and scaled customer journey orchestration.
• Develop current-state and future-state overviews of scaled journeys.
• Conduct data analysis to understand the global customer base.
• Develop self-serve programs to improve health, adoption, retention, and growth.
• Monitor pilot results and plan rollouts.

Skills

Strong written communication

Strong verbal communication

Organizational skills

Attention to detail

Influencing skills

Education

B.A./B.S. degree or equivalent

Tools

Salesforce CRM

Gainsight Journey Orchestrator

AI program development

Job description

• Support the development of Digital Customer Success initiatives focused on customer health measures and risk mitigation
• Drive customer value realization and business impact through Digital CS programs
• Partner with the global Customer Success organization and cross-functional teams including Success Architecture, Marketing, Product, CS, and Sales
• Manage individual Digital CS initiatives and holistic scaled customer journey orchestration
• Develop current-state and future-state overviews of scaled customer journeys
• Conduct customer data analysis to understand the global customer base
• Identify customer needs and opportunities at different journey stages
• Develop and implement self-serve and scaled programs improving customer health, product adoption, value realization, retention, and growth
• Analyze customer retention drivers, trends, and signals
• Maintain stakeholder partnerships and build business cases for cross-functional initiatives
• Monitor pilot and new initiative performance and plan rollouts and expansions
• Review existing programs and processes against metric targets to identify optimization opportunities
• Build relationships with senior business leaders to facilitate collaboration and alignment
• Prepare and deliver strategic recommendations aligned with business priorities and impact
• Create and maintain internal materials on Digital CS programs
• Track industry landscape, digital customer success trends, and technologies to inform program evolution
• Occasional national and international travel might be required

Requirements

• B.A./B.S. degree or equivalent practical experience
• 6–10 years’ experience in a combination of program management, product management, operations, customer success, management consulting, business analysis, or customer marketing
• Strong written and verbal communication skills to communicate complex topics clearly to varied audiences
• Strong organizational skills and attention to detail
• Cross-functional collaboration and influencing skills
• Experience working cross-functionally in shaping and delivering programs globally and across multiple customer segments
• Experience designing data-driven, outcome-focused programs and capturing results to demonstrate program impact and guide iteration
• Experience with global scaled and digital programs welcomed
• Experience with Gainsight Journey Orchestrator, Salesforce CRM, and AI program development welcomed
• Data analysis and business management experience welcomed
• Experience leading change within a cross-functional business environment welcomed

Core Competencies

Demonstrates expertise in Digital Customer Success initiatives, focusing on customer health measures, risk mitigation, and value realization. Proficient in data analysis, program management, and cross-functional collaboration to drive customer engagement and optimize program performance.

Highest-signal resume keywords

• Digital Customer Success
• Data Analysis
• Program Management
• Cross-Functional Collaboration
• Gainsight Journey Orchestrator

ATS Optimization Keywords

Hard Skills

• Program Management
• Data Analysis
• Customer Journey Orchestration
• Outcome-Focused Program Design
• Customer Retention Analysis

Soft Skills

• Strong Written Communication
• Strong Verbal Communication
• Organizational Skills
• Attention to Detail
• Influencing Skills

Industry Keywords

• Customer Success
• Business Analysis
• Product Management
• Operations
• Management Consulting

Tools & Technologies

• Salesforce CRM
• Gainsight Journey Orchestrator
• AI Program Development