Digital Program Manager, Customer Success

Responsibilities:

• Design and launch digital Customer Success programs across employer lifecycle: onboarding, activation, adoption, renewal readiness, and advocacy.
• Build automated, segmented lifecycle campaigns using email, in-app, and in-product guidance to drive retention.
• Run segmentation and A/B tests to improve digital engagement at scale.

Customer Health & Reporting:

• Develop customer health scoring models reflecting B2B2C realities, factoring employer engagement and employee adoption.
• Own reporting infrastructure for dashboards on health, onboarding, product adoption, and program ROI.
• Track key metrics like time-to-first-transfer, engagement rates, NPS/CSAT, and digital program ROI.

Customer Inquiries & Escalation:

• Serve as primary point for customer inquiries and escalations across tech-touch book of business.
• Establish triage paths for fast, consistent support without dedicated CSMs.
• Monitor support tickets and health signals to catch emerging needs early.

Cross-Functional Partnership:

• Partner with RevOps, Product, Marketing, and Support to create shared data sources.
• Build repeatable playbooks to manage larger account volumes while preserving personal service.
• Identify friction points and turn them into concrete recommendations for Product and Engineering.