Digital Program Manager (LATAM) at teramind

teramind

Mexico·1d ago

ManagerFull-timeRustReactGit

Salary Range

$20,400 - $27,600 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

Teramind is seeking an experienced Digital Program Manager, Customer Success to design and implement a 1:Many Customer Success strategy. This critical role will drive adoption, retention, and growth across digital and self-service customers, transforming a high-churn customer base into a thriving community that drives significant Net Revenue Retention (NRR) and Gross Dollar Retention (GDR).

Key Responsibilities

→Develop a comprehensive, segmented digital customer journey from onboarding through renewal
→Define and maintain customer segments based on product usage, health scores, and lifecycle stage
→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 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 digitally engaged customers
→Define clear criteria and workflows for escalating digital customers to dedicated teams

Requirements

✓3+ years of experience in Customer Success Operations, Digital Customer Success, or 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 or high-level proficiency in Marketing Automation/CRM platforms