Digital Customer Success Program Manager

Summary

Join Customer.io as their Digital Customer Success Program Specialist and design, optimize, and implement automated experiences to help customers achieve their goals independently. You will be the driving force behind the digital customer success motion, building journeys, testing engagement strategies, and leveraging automation and AI tools. This role involves collaborating with cross-functional teams, including Technical Support, Account Management, and Growth Marketing, to align customer journeys and objectives. You will analyze data, pilot A/B tests, and document best practices to scale digital lifecycle programs. This is a high-visibility, foundational role that will help define the next generation of digital-led customer success at Customer.io. The ideal candidate is a builder, analytical thinker, self-starter, and strategic partner who thrives in a fast-paced environment.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

Basic front-end skills (HTML/CSS/JavaScript) for rapid in-app tweaks

Benefits

• 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family
• 16 weeks paid parental leave
• Unlimited PTO
• Stipends for remote work and wellness
• A professional development budget