Senior Digital Program Manager

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 hiring a Senior Digital Program Manager to build and run the digital engagement engine for our Customer Success organization
• This is a hybrid role: an expert-level Gainsight builder, program lead, and strategist
• You will own the platform and, more importantly, You Will own the platform and the quality of what gets built on it: the journeys, programs, and measurement that put CS strategy into action at scale
• You are accountable for how they are built, for their accuracy, and for reporting on how they perform
• Your primary focus will be to build and operate the digital programs that carry out CS strategy, report on where they are working and where customers are going unengaged, and recommend what to build next within CS priorities
• You will partner closely with CS Leadership, CS Operations, Marketing, Product, and Support
• You are not a ticket-taker: you identify the gaps, propose the program, build it, launch it, and prove its impact
• 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. Prioritize the roadmap with CS Leadership
• 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, and others) and scale what works
• Design and build automated journeys in Gainsight, including conditional logic, multi-step triggers, and data-driven audiences
• Create, manage, and optimize email programs and in-app campaigns targeting customers at key lifecycle moments. Partner with Marketing and CS on messaging, and own campaign hygiene and governance
• Build and maintain audience segments, rules, and triggers for digital touchpoints; connect digital programs to CTAs and human‑led plays so digital and CSM engagement work together
• A/B test content, timing, and cadence; report results and iterate
• Track engagement: which customers, segments, and lifecycle stages are receiving touches, and which are not
• Identify and quantify gaps – unengaged accounts, stalled onboarding, low adoption, at‑risk renewals with no digital or human outreach – and turn them into prioritized programs and recommendations
• Maintain a clear view of program progress against plan, and present findings and next steps to CS Leadership on a regular cadence
• Serve as the primary Gainsight Lead for Customer Success, owning building, data integrity, and platform health in regards to digital customer lifecycle
• Ensure Snowflake, Salesfoce, and other connectors data ingestion into Gainsight is usable for customer lifecycle programs
• Document configurations, processes, and runbooks proactively
• Build and maintain dashboards and reports for CS Leadership
• Track journey and program performance: reach, open and click rates, engagement, stage progression, product adoption, and influence on retention and expansion
• Provide regular, data‑backed recommendations to improve program effectiveness and to inform coverage and resourcing decisions
• Translate CS Leadership priorities and CS Ops workflows into programs and Gainsight builds quickly and with minimal hand‑hanging
• Participate in regular syncs with CS Ops and Leadership to gather requirements, share updates, and surface dependency gaps before they cause delays
• Enable CSMs to act on digital program outputs, and communicate program changes clearly
• What Success Looks Like
• First 15 days: The Gainsight digital programs have been reviewed and the backlog is prioritized and agreed with CS Ops and CS Leadership. An initial engagement coverage baseline for the commercial book shows where customers are and are not being reached. Quick‑win deliverables are shipped (dashboards, segments, reports), and at least one digital journey is live in production
• Within 30 days: Existing journeys have been updated and new programs are being launched. Full program and campaign calendar is underway. A strategic program roadmap for the Commercial book is reviewed and approved by CS Leadership. Performance and gap reporting is in place and stakeholders are reviewing results
• Within 45 days: Engagement gaps prioritized by CS Leadership have programs in market, with measurable movement in reach and engagement. A recurring cadence for program review and gap reporting is established, and digital and CSM‑led motions are connected through CTAs and plays

Benefits

• Health & Wellness: Parental Leave, Wellness Days Off, Quarterly Wellness Speakers, Wellness Challenges
• Giving Back: Giving Fridays Rotating Charity Support, 6sense Gives Back Programs, Month of Service
• Social Well Being: Flexible Time Off, HUB Working Model, WeWork Access
• Professional Development: LinkedIn Learning Courses, WFH Stipend, Revenue Certifications, Management Training

You flag blockers immediately. Unclear or missing requirements are raised the same day, with a recommendation attachedThis role is for someone who has done this before and does not need a runway. We need a builder and program owner, not a resource waiting to be directedYou own your backlog. You prioritize your own backlog and drive to resolution. We review outputs; we do not track statusYou lead, not just execute. You do not wait for requests. You use data to find where customers are not being engaged, then bring a proposed program, a business case, and a planYou move fast and ship. Journeys launch in weeks, not months. We do not wait for perfect requirements; we iterateYou know the difference between “I need input” and “I need permission.” Judgment calls within scope get made. Questions that need business context get escalated quickly4–6+ 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 troubleshootingTrack record of fast execution: you have built dashboards in a day and launched journeys in a weekStrong written and verbal communication, with executive presence and the ability to document for technical and non‑technical audiencesStrong understanding of the Gainsight data model – MDA, relationships, connectors, and Rules EngineExperience using data to identify engagement gaps and turn them into prioritized programsDemonstrated program or project leadership: you have owned cross‑functional initiatives and delivered measurable outcomesAbility to work independently, manage competing priorities, and deliver without oversightProficiency with Salesforce integrations and how Gainsight syncs with SFDC, Snowflake, and other data providersProven experience designing, building, and managing Journey Orchestrator programs and email campaigns from strategy through measurementWorking knowledge of customer lifecycle management, segmentation, and health scoring in a B2B SaaS environmentExperience in a commercial or mid‑market CS motion supporting a large, digitally served customer baseExperience with lifecycle marketing, in‑app messaging, or digital customer success programs at scaleExperience with Tableau or similar BI tools; familiarity with SQLExperience using Claude, Microsoft Copilot, and Workato to accelerate content creation, automate workflows, and scale digital CS programsHands‑on experience with Pendo, including building in‑app guides and messaging, defining behavioral segments, analyzing product usage and adoption, and using insights to trigger targeted digital CS journeysExperience with health scoring model design and maintenanceGainsight Admin certification