Remote Digital Customer Success Program Lead

ServiceNow

Mountain View (CA)

Hybrid

USD 116,000 - 192,000

Full time

3 days ago

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Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Flexible time away plan

Family leave programs

Job summary

ServiceNow is hiring for a Digital Customer Success Program lead to design and operate a scaled, digital-first customer engagement program in CS Operations. You will drive product adoption, monitor customer health, and maintain Gross Revenue Retention for the Mid-Market segment.

You will own the digital journey from onboarding to renewal, creating scalable plays and campaigns, and partnering with Mid-Market CSM Principals to shape strategy and segmentation while ensuring digital efforts augment

Qualifications

5–10 years in Customer Success, Customer Success Operations, Digital CS, Lifecycle Marketing, or Product Adoption roles.
Demonstrated success improving adoption and retention in a SaaS environment.
Previous experience building and launching a digital CS program.
Strong reasoning skills with experience building health scores, segmentation, and customer journey programs.
Experience with customer success platforms, CRM systems, and marketing automation tools.
Comfortable operating as both strategist and builder.
Experience leveraging AI and automation to scale customer engagement.

Responsibilities

Design and operate a scaled, digital-first customer engagement program within CS Operations.
Own the digital customer journey from onboarding through renewal.
Create scalable programs that increase engagement without increasing headcount.
Leverage AI and automation to personalize customer experiences at scale.
Monitor adoption, engagement, and retention metrics; build dashboards for executives.