Senior Digital CS Programs Lead — Gainsight Expert

6sense; New York (NY); Hybrid; USD 140,000 - 210,000; Full time

Benefits offered by this job

Health & Wellness: Parental Leave, etc

Giving Back Programs

Flexible Time Off

Job summary

6sense is seeking a Senior Digital Program Manager to build and run the digital engagement engine for our Customer Success organization. This hybrid role requires expert Gainsight skills to own journeys, programs, and measurement that scale CS strategy.

You will lead strategy, roadmap, and calendar for CS digital programs, partnering with CS Leadership, Operations, Marketing, Product, and Support. You’ll own the platform quality, deliver dashboards, and drive measurable engagement outcomes.

Qualifications

• 4–6+ years in Customer Success Operations, Digital/Scaled Customer Success, or lifecycle programs, including 3–5 years of hands‑on Gainsight Building (or admin level type access).
• Experience with Snowflake-to-Gainsight data ingestion, including connector setup, MDA mapping, and pipeline troubleshooting.
• Track record of fast execution: you have built dashboards in a day and launched journeys in a week.
• Strong written and verbal communication, with executive presence and the ability to document for technical and non‑technical audiences.
• Strong understanding of the Gainsight data model – MDA, relationships, connectors, and Rules Engine.
• Experience using data to identify engagement gaps and turn them into prioritized programs.
• Demonstrated program or project leadership: you have owned cross‑functional initiatives and delivered measurable outcomes.

Responsibilities

• Own the strategy, roadmap, and calendar for CS digital programs across the customer lifecycle: onboarding, adoption, value realization, renewal, and expansion
• Design and launch strategic, segment-level programs and journeys, aligned to customer segmentation, health scoring, and CS coverage models
• Build the business case for each program: audience, objective, success metrics, content needs, and required resources
• Act as project and program lead for cross-functional digital initiatives, coordinating Marketing, Product, Support, Sales, and Enablement to deliver on time
• Pilot and evaluate new engagement channels and tactics (in-app, email, community, webinars)
• Design and build automated journeys in Gainsight with conditional logic and data-driven audiences
• Create, manage, and optimize email programs and in-app campaigns with Marketing and CS
• Build and maintain audience segments, rules, and triggers for digital touchpoints
• A/B test content, timing, and cadence; report results and iterate
• Track engagement and identify gaps to inform prioritized programs and resources
• Maintain dashboards and reporting for CS Leadership and communicate progress regularly

Skills

Gainsight Builder

SQL

Tableau / BI tools

Salesforce integrations

Snowflake data ingestion

Pendo in-app messaging

Health scoring

Lifecycle marketing

Tools

Gainsight

Salesforce

Snowflake

Tableau

SQL

Pendo

Workato

Job description

6sense is seeking a Senior Digital Program Manager to build and run the digital engagement engine for our Customer Success organization. This hybrid role requires expert Gainsight skills to own journeys, programs, and measurement that scale CS strategy.

You will lead strategy, roadmap, and calendar for CS digital programs, partnering with CS Leadership, Operations, Marketing, Product, and Support. You’ll own the platform quality, deliver dashboards, and drive measurable engagement outcomes.