Senior Digital Program Manager

Overview

Senior Digital Program Manager to build and run the digital engagement engine for the Customer Success organization: an expert-level Gainsight builder, program lead and strategist who owns the platform and the quality of journeys, programs and measurement built on it.

What you'll do

• Own the strategy, roadmap and calendar for CS digital programs across 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, required resources) and prioritize the roadmap with CS Leadership.
• Act as project and program lead for cross-functional digital initiatives, coordinating Marketing, Product, Support, Sales and Enablement.
• 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 at key lifecycle moments, partnering with Marketing and CS on messaging and owning campaign hygiene and governance.
• Build and maintain audience segments, rules and triggers for digital touchpoints, and connect digital programs to CTAs and human-led plays.
• A/B test content, timing and cadence; report results and iterate.
• Track which customers, segments and lifecycle stages are receiving touches and which are not.
• Identify and quantify engagement gaps (unengaged accounts, stalled onboarding, low adoption, at-risk renewals with no 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 primary Gainsight Lead for Customer Success, owning building, data integrity and platform health for the digital customer lifecycle.
• Ensure Snowflake, Salesforce and other connector 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, influence on retention and expansion) and provide data-backed recommendations.
• Translate CS Leadership priorities and CS Ops workflows into programs and Gainsight builds with minimal hand-holding.
• Participate in regular syncs with CS Ops and Leadership to gather requirements, share updates and surface dependency gaps.
• Enable CSMs to act on digital program outputs and communicate program changes clearly.

What you'll need

• 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 access).
• Proven experience designing, building and managing Journey Orchestrator programs and email campaigns from strategy through measurement.
• Demonstrated program or project leadership, having owned cross-functional initiatives and delivered measurable outcomes.
• Strong understanding of the Gainsight data model: MDA, relationships, connectors and Rules Engine.
• Experience with Snowflake-to-Gainsight data ingestion, including connector setup, MDA mapping and pipeline troubleshooting.
• Proficiency with Salesforce integrations and how Gainsight syncs with SFDC, Snowflake and other data providers.
• Experience using data to identify engagement gaps and turn them into prioritized programs.
• Working knowledge of customer lifecycle management, segmentation and health scoring in a B2B SaaS environment.
• Ability to work independently, manage competing priorities and deliver without oversight.
• Track record of fast execution: dashboards built in a day and journeys launched in a week.
• Strong written and verbal communication, with executive presence and the ability to document for technical and non-technical audiences.

Nice to have

• Gainsight Admin certification.
• Experience with health scoring model design and maintenance.
• Hands-on experience with Pendo, including in-app guides and messaging, behavioral segments, product usage and adoption analysis, and using insights to trigger targeted digital CS journeys.
• Experience using Claude, Microsoft Copilot and Workato to accelerate content creation, automate workflows and scale digital CS programs.
• Experience with lifecycle marketing, in-app messaging or digital customer success programs at scale.
• Experience with Tableau or similar BI tools; familiarity with SQL.
• Experience in a commercial or mid-market CS motion supporting a large, digitally served customer base.

Details

• Location: United States, Remote.
• Hybrid role as described in the posting.
• Base salary range: $92,812.50 – $136,125.00.