Senior Digital Customer Success Program Manager

SpyCloud; United States; On-site; USD 92,000 - 120,000; Full time

Benefits offered by this job

401(k) with Employer Contribution

Health, Vision, and Dental Insurance

Health Savings Account (HSA) with E m­

Employer Paid Life, Short-term andLong

Generous PTO + Holidays

Job summary

SpyCloud seeks a Digital Customer Success leader to design and iterate the engagement model for our digital customer segment. You will own the Outreach playbook, test sequences, and capacity benchmarks, partnering with CS leadership to drive scalable success.

You will manage renewals, adoption, and expansion with cross‑functional teams, using AI tools to optimize engagement and identify upsell opportunities while ensuring high‑touch client outcomes.

Qualifications

• Self-starter who can build the playbook from scratch.
• Strong interest in AI tools including Claude and ChatGPT.
• Ability to design processes and perform hands-on account work.
• Proficient communication tailored to audiences.
• Strong analytical skills with utilization and engagement metrics.
• Organized enough to manage a live book of accounts while iterating programs.
• Creative problem solver using diverse tools and methods.

Responsibilities

• Design, launch, and iterate on the digital CS engagement model for the digital customer segment.
• Own and evolve the Outreach playbook and sequence library; test and refine via performance data.
• Define capacity benchmarks and scale triggers with CS leadership.
• Manage renewal, adoption, and expansion outcomes with Renewals and TAM teams.
• Serve as the named point of contact for a defined customer set, blending touch with digital tools.
• Partner with CS Ops/RevOps to report program health and engagement metrics.
• Forecast revenue opportunities based on customer needs and product rollouts.
• Monitor health signals and balance scale with customer experience quality.

Skills

Self-starter

AI tools interest

Process design

Communication

Analytical skills

Organizational

Creative problem solving

Tools

Outreach

HubSpot

Job description

What You’ll Do

• Work with the Director of CS, CS Ops, and Post Sale enablement to design, launch, and iterate on the digital CS engagement model for the digital customer segment, including lifecycle stages, triggers, and automation sequences (onboarding through renewal risk escalation).
• Own and evolve the Outreach playbook and sequence library for the digital customer segment; continuously test and refine based on performance data.
• Define and monitor capacity/utilization benchmarks for the digital segment, partnering with CS leadership on scaling triggers.

Account Management

• Manage the digital customer segment, working with the Renewals team and Technical Account Managers, and Account Executives to own renewal, adoption, and expansion outcomes.
• Serve as the named point of contact for a defined set of customers, blending high‑touch judgment with digital‑first tools.

Cross‑Functional Collaboration

• Partner with CS Ops/RevOps to build and maintain reporting on program health (engagement rates, coverage, save rates, NRR/GRR contribution).
• Work with Enablement and Product Success to keep content, sequences, and playbooks aligned with product changes and customer needs.
• Provide feedback from the account‑management side to continuously sharpen the program.
• Revenue Growth:
  • Deliver growth by assuring usage, renewals, post‑sales success, loyalty, expansion, and new product adoption.
  • Accurately forecast and achieve revenue goals by identifying upsell opportunities based on customer needs or new product rollouts.

Customer Engagement

• Monitor customer health signals across the digital segment book and intervene proactively where risk is flagged.
• Balance efficiency (scale, automation) with genuine customer experience quality.

Reporting & Optimization

• Report on program performance and account health to CS leadership.
• Identify where the digital model needs a human escalation path vs. where automation is working.

Value Articulation

• Effectively articulate value propositions, create interest, and generate excitement through customer presentations.

Customer Satisfaction

• Anticipate customer needs and proactively drive solutions to ensure and exceed customer satisfaction.
• Inform and report account status to Senior and Exec staff.

Strategic Solutions

• Identify creative solutions for the Digital Customer Success Model.
• Inspire others within the organization.

Requirements

• Skills and Competencies:
  • Self‑starter comfortable operating without a fully built playbook — this role builds the playbook.
  • Strong interest in AI tools including Claude and ChatGPT.
  • Comfortable both designing process/system AND doing hands‑on account work — this is not a pure strategy role.
  • Proficient in both oral and written communication, able to tailor message format and content to specific audiences.
  • Strong analytical skills — comfortable with utilization/capacity data, engagement metrics, and translating them into program decisions.
  • Organized enough to manage a live book of accounts while iterating on a broader program simultaneously.
  • Creative problem solver, able to accomplish goals through a variety of processes and tools.
• Experience:
  • 4–7 years of Customer Success experience, ideally including exposure to digital/tech‑touch or scaled CS models.
  • Experience with marketing/sales automation tools (Outreach, HubSpot, or similar) for building lifecycle sequences.
  • Experience working for a Software as a Service (SaaS) company.
  • Cybersecurity experience is a plus, not required.

Nice to Have

• Salesforce, Outreach, and Zendesk experience is a plus.

Base Salary Range: $92,000 – $120,000

On Target Earnings (OTE): $105,800 – $138,000

OTE is reflecting base salary plus variable commission at expected performance levels. Actual earnings will vary based on individual performance.

The salary range reflects the expected base compensation for a fully qualified candidate at this level based on experience, qualifications, and market data at the time of posting.

U.S.-Based Benefits + Perks (for Full Time Employees)

• 401(k) with Employer Contribution
• Health, Vision, and Dental Insurance
  • Health Savings Account (HSA) available with Employer Contribution
• Employer Paid Life, Short‑term, and Long‑term Disability Insurance
• Generous PTO Plan and 16 paid holidays per year

U.K.-Based Benefits + Perks (for Full Time Employees)

• Retirement Savings Plan with Employer Contribution
• Employer Provided Private Health Insurance and Healthcare Cashplan
• Employer Paid Life Insurance and Income Replacement
• Generous Holiday Plan and 14 paid holidays per year

SpyCloud is an Equal Employment Opportunity and affirmative action employer of choice. All aspects of employment decisions will be based on merit, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. Women, minorities, individuals with disabilities, and protected veterans are encouraged to apply. SpyCloud complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

SpyCloud expressly prohibits any form of workplace harassment. Improper interference with the ability of SpyCloud's employees to perform their job duties may result in discipline up to and including discharge. SpyCloud shares the right to work and participates in the E‑Verify program in all locations.

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