Associate Program Manager, Digital Customer Success

Why This Role is Exciting

We are looking for an Associate Program Manager to support our Digital Customer Success team as we create a seamless digital experience for our customers to achieve their business outcomes. This individual will be responsible for driving platform adoption and value realization through the automation of digital customer engagement and 1:Many events throughout the customer journey. This will include supporting the creation/execution of Customer Lifecycle Emails, In-App Guides, Virtual Live Events and more. They will work cross-functionally with our Customer Success, Marketing, and Operations teams in order to deliver a world class Digital-led Customer Journey.

Key Responsibilities

• Create data-driven methods for targeting customer segments considering journey stage, segment, and persona
• Continuously fine-tune our existing processes and pilot new programs to enhance the customer journey
• Build Customer Lifecycle Email Journeys based on personas & product usage data to deliver relevant content to our users.  Our Marketing/CSM team will help with content!
• Develop In-App Messages to broaden the awareness and use of our customer resources (Academy, Community & Help Center)
• Support our Customer Success Virtual Events (Webinars & Office Hours)
• Support our Voice of the Customer Survey Programs; refining survey experiences, determining cohorts, & sharing actionable insights back to the organization
• Test, measure, track, and analyze data to show impact of Digital CS Programs 
• Document program definitions and processes
• Lead enablement sessions for internal stakeholders (CSMs, Implementation, etc.)

Attributes of a Successful Candidate

• 2+ years of Customer Success (or Marketing) experience 
• Customer obsessed mindset
• Ability to present to a variety of stakeholders, from internal Customer Success leadership to Customers 
• Excellent attention to detail; the ability to prioritize and work on multiple projects in a fast-paced, changing environment
• Ability to manage stakeholder expectations against competing priorities and timelines
• A positive attitude, willing to jump in and tackle new challenges
• Preferred - Experience in a high-growth, SaaS company
• Preferred - Experience with Gainsight (or other Customer Success platforms), Pendo, Salesforce.com, & Google Sheets 
• Preferred - Experience administrating and planning virtual events (webinars, office hours, etc.)

Nice to have

• Background in Audit, Risk, or Compliance