Experienced Full Stack Senior Program Manager – Digital Customer Success & Experience

At careerzynith, we're on a mission to revolutionize the way businesses understand and improve their digital experiences. As a leading behavioral data platform, we empower companies to uncover insights, optimize customer and employee journeys, and deliver exceptional online interactions. We're now seeking a proactive and data-driven Senior Program Manager to join our Digital Customer Success team and help us scale our customer success strategy through digital initiatives.

• *About careerzynith**

careerzynith is a dynamic and innovative company that's transforming the digital landscape. Our technology empowers businesses to make every customer experience smoother and more personalized, while also empowering the employees behind the scenes. We're building something special at careerzynith, and we're looking for teammates who are curious, collaborative, and driven to make an impact.

• *Job Summary**

As a Senior Program Manager, Digital Customer Success, you will be pivotal in scaling our customer success strategy through digital initiatives focused on driving product adoption and customer retention. You will design, implement, and optimize engaging programs that deliver content and insights throughout the customer journey, maximizing user adoption, value recognition, and account retention. This cross-functional position partners with CS leadership, Marketing, and Product to ensure exceptional customer experiences through digital channels.

• *Key Responsibilities**

• Design and launch scalable and automated success programs across the customer lifecycle, including in-app workflows, email campaigns, and webinars for all careerzynith customers regardless of segment.
• Analyze the end-to-end digital customer journey, using behavioral and customer data to identify friction points, opportunities for improvement, and to proactively detect trends in product adoption, risks, and expansion opportunities.
• Define, track, and report on key performance metrics for digital success programs, including customer health, product usage/adoption, ROI, and implement optimization strategies, including A/B testing and user segmentation.
• Manage a portfolio of digital success programs, including planning, execution, and regular business reviews, proactively identifying potential risks or roadblocks, and leveraging data analysis to measure program effectiveness and drive iterative improvements.
• Collaborate cross-functionally with Product, Marketing, and Success teams to align digital success programs with product roadmaps, marketing campaigns, and overall customer success strategies, ensuring seamless execution and a unified customer experience.

• *Essential Qualifications**

• Experience in digital customer success, program management, customer enablement, or related fields.
• Strong data evaluation skills, including the ability to identify and communicate customer insights and trends.
• Capable of building and managing complex digital programs with measurable business outcomes in customer engagement tools such as Appcues and Matik or similar.
• Excellent organizational and project management skills with the ability to prioritize and manage commitments effectively in a fast-paced environment.
• Strong written and verbal communication skills with strong attention to detail. Ability to work both independently and cross-functionally to achieve goals.

• *Preferred Qualifications**

• Experience working with customer data platforms, CRM systems, and marketing automation tools.
• Familiarity with A/B testing and experimentation methodologies.
• Experience with digital program management tools such as Pardot, Marketo, or HubSpot.
• Strong analytical and problem-solving skills, with the ability to interpret complex data and drive business decisions.

• *Impact in 6 Months**

• Design, launch, measure, and improve existing careerzynith digital success programs.
• Establish yourself as a trusted expert on digital programs and customer data within the organization.

• *Impact in 12 Months**

• Expand our success program library to deliver relevant customer outcomes at scale by using data to identify insights and trends.
• Collaborate with stakeholders to ensure digital success programs are aligned with company goals and metrics for growth, adoption, and customer satisfaction.

• *What We Offer**

• Competitive base salary ranging between $97,750 - $115,000 USD, based on relevant experience, job-related skills, and qualifications.
• Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
• Opportunities for professional growth and development, including training programs, career coaching sessions, and an annual learning subsidy.
• Flexible work environment, with the option to work remotely or from our office in the Eastern timezone region.
• Collaborative and dynamic work environment, with a team of talented and passionate individuals who are committed to making a difference.

• *How to Apply**

If you're a motivated and results-driven individual who is passionate about digital customer success and experience, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!

• *About careerzynith's Culture**

careerzynith is proud to be an equal opportunity workplace dedicated to fostering an increasingly diverse community. We want candidates of all human varieties, backgrounds, and lifestyles. There's no problem that can't be made better by bringing together people with a broader set of perspectives. If our product, values, and community resonate with you, please apply - we'd love to hear from you!

• *Benefits at careerzynith**

• Autonomy and flexibility: From a remote-first work environment and flexible paid time off, to an annual company-wide closure – careerzynithers can focus on the moments that matter.
• Benefits: Take care of the whole you. careerzynith offers sponsored benefit packages for US-based careerzynithers, and supplemental coverage options for international careerzynithers.
• Learning opportunities: We provide professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy.
• Productivity support: We provide all careerzynithers with a monthly productivity stipend and reimburse remote colleagues for their initial home office set up.
• Team Collaboration: Connect with fellow careerzynithers in real life through team off-sites, a lively ATL home office, and annual full-company meet-up.
• Paid parental leave: careerzynithers have the flexibility to balance the needs of their growing families without the added stress of figuring out work and finances.
• Grow your family: We offer a global fertility and family building benefit that encompasses all journeys to growing your family.
• Bereavement leave: Every family is different; we leave it to you to define who your family is, and support you when you need it most.
• Miscarriage/Pregnancy loss leave: Whether it is for an careerzynither or their partner – take the time you need.

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