Full-Time Digital Program Manager, Customer Success

As a Digital Program Manager, you'll plan and execute digital program initiatives, managing the Community platform. Collaborate with cross-functional teams to create engaging content, training webinars, and community events to support our customer base. Partner with Customer Success leadership to align messaging for efficient and effective value delivery to customers.

Monitor and track the success of Digital Programs, identifying areas for program maturation.

Key Responsibilities:

• Digital Program Planning & Execution: Define digital program objectives, scope, and strategy. Plan, coordinate, and execute initiatives aligned with organizational goals and customer needs.
• Community Platform Management: Oversee daily platform operations for a seamless user experience. Manage content updates, monitor/moderate engagement, and ensure adherence to community guidelines.
• Content & Event Planning: Plan and execute 1-to-many initiatives (blog posts, weekly content, training webinars) with the Scale CS team. Create relevant content to educate, engage, and support customers.
• Peer-to-Peer Engagement: Drive peer-to-peer customer engagement (community interactions, discussion boards, roundtable sessions, user groups). Ensure active participation and valuable insights for both customers and the company. Maintain the tone and direction of community conversations.
• Cross-functional Collaboration: Collaborate with education, services, marketing, product, and customer success teams to align digital programs with business initiatives and goals.

Requirements:

• Bachelor's degree or equivalent experience
• 3+ years of experience in digital program management, community management, or customer engagement (ideally in a SaaS/tech environment)
• People management experience or strong leadership skills
• Proven track record of planning and executing digital initiatives driving customer engagement and value
• Experience managing online community platforms (e.g., Khoros, Salesforce, Discourse)
• Strong project management skills, managing multiple priorities and stakeholders
• Excellent communication skills (written & verbal) for crafting customer content and moderating online conversations
• Analytical mindset using metrics to evaluate program performance
• Collaborative and proactive approach for cross-functional teamwork
• Knowledge of customer success and digital engagement strategies is a plus
• Experience hosting or coordinating webinars/user groups is a plus

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