Digital Customer Success Program Manager

1 мес. назад

84.5k–105.5k USD / годСШАSeniorHybrid

ci/cddevopsdata analytics

Lead the vision, design, and evolution of scalable digital customer success programs for growth and self-serve segments, focusing on adoption, churn reduction, and converting monthly to annual customers.

О компании

Customer Success at plays a pivotal role with our customers. The team ensures our customers are getting value from our platform, and identifying ways we can help a customer solve business problems. You’ll nurture and grow our portfolio of clients and act as a trusted advisor and ambassador for .
In terms of growth, we truly believe in the continued development of each new hire. In joining this team, you’ll take part in a community that believes in development and promotion from within and as a rapidly growing business, there are a lot of opportunities for progression.
is the world’s largest continuous integration/continuous delivery (CI/CD) platform, and the hub where code moves from idea to delivery. As one of the most-used DevOps tools - processing more than 3 million jobs a day - has unique access to data on how the most effective engineering teams work, and the tools to help software companies successfully leverage the power of AI into their commercial applications. Companies like Hinge, HuggingFace, and Samsung use us to improve engineering team productivity, release better products, and get to market faster.
Founded in 2011 and headquartered in downtown San Francisco with a global, remote workforce, is venture-backed by Base10, Greenspring Associates, Eleven Prime, IVP, Sapphire Ventures, Top Tier Capital Partners, Baseline Ventures, Threshold Ventures, Scale Venture Partners, Owl Rock Capital, Next Equity Partners, Heavybit, and Harrison Metal Capital.

Обязанности

Own & Grow the Digital Revenue Assisted Segment and Self-Serve: Define the strategy for and lead the digital Revenue Assisted segment — applying in-depth evaluation of variable customer data, product signals, and tooling (Vitally, Mode, AI) to build and continuously evolve a fully automated, scalable customer journey. Ensuring programs are scalable to the month-to-month segment.
Technical Content Development: Create and maintain a library of technical adoption content including feature demo videos, config optimization templates, migration guides, and best-practice walkthroughs for features such as parallelism, DLC, resource classes, orbs, and test splitting.
Program Design & Optimization: Own the strategic roadmap for digital programs across the full customer lifecycle — from onboarding and feature adoption to early disengagement detection and renewal. Exercise independent judgment in selecting methodologies, evaluation criteria, and optimization approaches. Own program analytics end-to-end, translating complex, variable engagement signals into measurable business outcomes and actionable program improvements.
M2M-to-Annual Conversion: Design and launch ’s first digital conversion program targeting self-serve customers on monthly Performance plans, building multi-touch journeys that drive them toward annual Scale commitments and deliver measurable new ARR.
Customer Unblocking & Technical Triage: Serve as the technical escalation point for digital program-triggered customer issues, reviewing customer configs proactively to identify optimization opportunities and turning 1:1 troubleshooting patterns into scalable self-serve resources.
AI & Data-Driven Programs: Partner with Data & Analytics to operationalize churn prediction models into automated Digital CS plays, define requirements for AI-driven outreach, and evaluate tooling to advance our digital CS capabilities.
Cross-functional Collaboration: Serve as a key cross-functional leader and subject matter expert, building formal networks with stakeholders across and beyond the CS organization — including Growth TSMs, CS Ops, Support Engineering, Data & Analytics, Marketing, and Product. Drive alignment on program strategy, surface customer insights that influence company-level priorities, and ensure digital programs complement rather than duplicate other customer-facing efforts.

Требования

Experience: Typically 3+ years in Customer Success, Project Management, Developer Relations, or Technical Account Management at a developer-tools or DevOps company (or 3+ years with a Master’s degree, or a PhD with 3+ years; equivalent work experience considered). Prior experience coordinating or leading cross-functional teams or programs is strongly preferred.
CI/CD Proficiency: Hands-on experience with CI/CD pipelines (, GitHub Actions, Jenkins, GitLab CI, or equivalent) — you should be able to read a ./config.yml and identify optimization opportunities.
Digital Program Expertise: Deep, proven expertise in designing, leading, and continuously evolving sophisticated digital customer programs (onboarding sequences, adoption campaigns, lifecycle automations) across complex, variable customer environments — with demonstrated ability to exercise judgment in methodology selection, evaluation criteria, and program evolution to deliver measurable business outcomes.
CS Platform Experience: Experience with CS platforms such as Vitally, Gainsight, Totango, or ChurnZero, including the ability to configure playbooks, triggers, and automated workflows.
Data Fluency: Comfortable building reports and dashboards (Mode, Looker, or equivalent), analyzing engagement funnels, and making data-driven decisions about program performance.
Communication Skills: Excellent written communication skills — you will be a primary author of customer-facing technical content, email sequences, and adoption guides.
Bonus: Experience with specifically, background in PLG / product-led growth motions or M2M-to-annual conversion, familiarity with HubSpot or Snowflake, experience with AI/ML-driven customer outreach, or video production skills for technical walkthroughs.

Условия

United States Base Pay Range
$84,500 — $105,500 USD

Другое

We are looking for an exceptional Digital Customer Success Program Manager to join the Customer Engineering & Success team at . This is a rare hybrid role built for someone with wide-ranging experience who is equally at home reviewing a CI/CD config file and defining the strategy for a multi-touch digital program that scales across thousands of customers. You will own the vision, design, and continuous evolution of scalable digital programs for our growth and self-serve customer segments, driving feature adoption, reducing churn, and converting monthly customers into long-term annual commitments.
This person brings deep technical fluency in CI/CD and DevOps, a passion for scalable customer programs, and the strategic judgment to navigate complex, cross-functional challenges at scale. They will serve as the subject matter expert and key decision-maker connecting our Growth TSM team, CS Ops, Data & Analytics, and the customers themselves — defining the digital plays that move customers from stuck to successful, and from monthly plans to annual commitments. If you bring seasoned expertise in building and leading programs that actually work because you understand both the product and the customer at depth, this role was made for you.