Digital Customer Success Program Manager

We’re growing fast, and while we deeply value human interaction, we believe the future of Customer Success is a strong digital-first foundation. As the Digital Customer Success Program Specialist, you’ll design and optimize automated experiences that help customers progress toward their goals quickly and independently, freeing up CSMs to focus on high-impact problems and opportunities.

In this role, you’ll be the driving force behind our digital CS motion: building journeys, testing engagement strategies, and leveraging advanced automation and AI tooling. Your work will directly impact our SMB and mid-market customers in early growth stages, becoming their digital CSM and a key part of their success.

This is a foundational role with high visibility and strategic value. You’ll collaborate with CS leadership to inform and execute the CX strategy, while partnering cross-functionally with Technical Support, Account Management, and Growth Marketing to align customer journeys, tooling, best practices, and shared objectives.

We’re at a pivotal moment as we scale our Customer Success programming and this role will help define the next generation of digital-led CS at Customer.io. If you’re excited by the challenge of blending automation with empathy to drive world-class retention, you’re in the right place.

What you’ll do

• Design, implement, and iterate digital onboarding flows aligned to CS strategy and priorities
• Build and maintain automated lifecycle campaigns (email, in-app notifications) to drive adoption milestones
• Partner with CX Ops to scope, test, and launch new digital CS features and tooling
• Serve as the CS internal champion for our digital stack
• Support CS team members on digital lifecycle execution, ensuring alignment with human-driven playbooks
• Pilot A/B tests on messaging cadence, content, and in-app experiences to boost engagement and measure impact
• Analyze digital engagement data to surface patterns, friction points, and opportunities to influence product and CS roadmap decisions
• Document and standardize digital lifecycle best practices to scale across CS team
• Champion a test-and-learn culture within CS, continuously experimenting with channels, cadences, and content to drive better outcomes
• Own digital programs across the customer lifecycle, from activation to renewal, with a focus on pooled segments

About you

• You’re a builder and thrive owning cross-functional initiatives end to end
• A analytical thinker that’s comfortable digging into data and translating insights into action
• You’re a self-starter and quick to launch MVPs, measure results, and iterate with a bias for experimentation
• You thrive as a strong strategic partner that’s able to connect digital initiatives to team-wide and customer-level outcomes

What we’re looking for

• 5 – 6+ years in Customer Success, CS operations, or digital program management in a SaaS or scale-up environment
• Experience owning projects facilitated with low-code/no-code tools (Zapier, N8N) and digital automation platforms
• Familiarity with marketing automation tools and landscape (Customer.io, Braze, Iterable, Marketo, HubSpot)
• Experience piloting A/B tests and measuring digital engagement metrics to measure customer and revenue outcomes
• Proven success collaborating across CS, Product, Marketing, and Ops teams
• Bonus: Basic front-end skills (HTML/CSS/JavaScript) for rapid in-app tweaks
• Will give candidates located in Eastern Timezone priority to maximize coverage with our global team and leaders

Compensation & Benefits

We believe in transparency. Starting salary for this role is $110,000 (or equivalent in local currency) depending on experience and subject to market rate adjustment.