Job Description

The Program Manager, Digital Customer Success is responsible for the design, execution, and continuous improvement of Auctane’s customer success lifecycle and digital programs. This role focuses on scaling customer engagement and retention through automation, playbooks, and enablement, connecting people, process, and platforms to drive customer success.

Responsibilities

• Define, lead, and track digital programs
• Deliver CS GTM initiatives
• Develop customer journey and playbooks
• Collect and translate customer feedback
• Support CS leadership with KPIs
• Partner with Customer Marketing
• Ensure systems are configured for triggered actions
• Develop a governance model
• Drive SFDC use
• Build and maintain Digital Playbook Library

Requirements

• 5+ years of experience in Customer Success Operations, Lifecycle Management, or Digital Programs in a SaaS environment
• Bachelor’s degree preferred
• Excellent communication skills
• Critical thinking skills
• Experience leading cross-functional initiatives
• Strong experience with CRM and analytics platforms
• Ability to translate data into insights
• Excellent program management skills

Benefits

• No benefits