Senior Digital Program Manager, Vectra AI

• 7+ years in Customer Success, Program Management, Digital Marketing, or a related field
• Experience with customer engagement tools such as HubSpot, Pendo, or similar
• Experience building a digital program (preferably for an existing install base) and capable of managing complex digital programs with measurable business outcomes
• Proven ability to collect, clean, and structure raw marketing data from multiple sources (ex. CRM systems, product platforms, customer success tools, etc.)
• Excellent communication and stakeholder management skills

Desirable

• As a Sr. Digital Program Manager, Customer Success, you will be at the forefront of driving scalable customer success initiatives through digital strategies
• You will design, implement, and optimize digital programs that enhance the customer journey, promote product adoption, maximize customer satisfaction and retention, and drive upsell opportunities
• This is a highly cross-functional role, partnering with CS leadership, Marketing, Product, and Operations to ensure that every customer receives an exceptional experience through digital channels
• Design and launch digital programs that scale customer success efforts across the customer lifecycle (onboarding, adoption, expansion, renewal, advocacy)
• Own the digital touchpoints for tech-touch and low-touch customer segments, ensuring engagement through automated and personalized experiences
• Coordinate with CS leaders to align digital programs against team goals and KPIs such as customer ramp-up time, renewals, and growth opportunities
• Map out and continuously optimize the digital customer journey using customer feedback, behavioral data, and lifecycle analytics
• Execute across journey orchestration tools and communication platforms (ex. Hubspot, Pendo, Docebo)
• Collaborate with Marketing and Enablement to create targeted email campaigns, learning content, webinars, and in-product guidance
• Ensure that content is relevant, timely, and aligned with customer needs and success milestones
• Track and report on key metrics including customer health, product usage & engagement, adoption, satisfaction (NPS/CSAT), and program ROI
• Conduct A/B testing and user segmentation analysis to continuously improve digital engagement
• Partner with Product and Engineering teams to identify product enhancements and advocate for customer needs
• Work with Sales and Account Management to align customer success programs with business initiatives