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ManagerFull-timeRustReactGit
Salary Range
$53,040 - $71,760 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking an experienced and data-driven Digital Program Manager, Customer Success to design, implement, and manage our 1:Many Customer Success strategy at Teramind. This critical role is responsible for driving adoption, retention, and growth across our largest segment of digital and self-service customers. You will transform a high-churn, reactive customer base into a thriving community that drives significant Net Revenue Retention (NRR) and Gross Dollar Retention (GDR).
Key Responsibilities
- →Develop the 1:Many Strategy: Architect a comprehensive, segmented digital customer journey that maps out key milestones, high-value content, and proactive touchpoints from onboarding through renewal.
- →Segment customers based on product usage, health scores, lifecycle stage, and potential for growth.
- →Optimize the digital success tool stack (e.g., Churnzero, Intercom, HubSpot).
- →Build, deploy, and manage multi-channel digital campaigns to drive adoption, retention, and expansion.
- →Create and curate scalable resources needed for the digital journey.
- →Plan and execute scalable events focused on driving best practices and community engagement.
- →Establish key performance indicators (KPIs) for the digital segment.
- →Design and execute continuous A/B tests on digital touchpoints.
- →Refine and utilize the Customer Health Score to identify customers who require manual intervention.
- →Define clear, automated criteria and workflows for when a digital customer must be escalated to a dedicated team member.
Requirements
- ✓3+ years of experience in Customer Success Operations, Digital Customer Success, Marketing Automation, or a related field.
- ✓Proven expertise in designing and managing complex automated multi-channel journeys.
- ✓Strong analytical skills with the ability to translate complex data into actionable strategies.
- ✓Deep proficiency with Customer Success platforms (e.g., Churnzero) or high-level proficiency in Marketing Automation/CRM platforms (e.g., HubSpot).
Benefits
- ★Remote work with flexibility.
- ★Competitive salary.
- ★High-quality health benefits.
- ★401(k) with employer match.
- ★Career growth opportunities.
- ★Unlimited paid time off.
- ★Company-issued laptop (choice of Mac or PC).
- ★Professional development budget.
