Digital Customer Success Program ManagerWe9re looking for a Digital Customer Success Program Manager to build and scale our digital customer experience.
Your mission is simple: help thousands of customers become successful with Event Temple without requiring one-to-one interactions.
You9ll own the programs, education, automation and customer journeys that help customers get value faster, adopt more of our product, and stay customers longer. You9ll partner closely with Customer Success, Product, Engineering, Sales and Marketing to continuously improve the customer experience using digital experiences, automation and AI.
This is a builder role. We9re looking for someone who has done this before and wants to create a best-in-class digital customer success program.
Your Day-to-Day- Own the customer journey from closed-won through onboarding, activation and adoption.
- Build and continuously improve our digital customer success strategy.
- Create and scale customer education, including video training, knowledge base content, product guides and self-service learning.
- Own our in-app guidance and product education using tools such as Pendo, Appcues or similar platforms.
- Plan and execute customer communications for product launches, beta programs and new feature adoption.
- Measure and improve customer activation, product adoption, NPS and customer segmentation.
- Identify opportunities to automate customer journeys so more work is completed without human intervention.
- Leverage AI to improve the customer experience and increase team efficiency.
- Work cross-functionally with Customer Success, Product, Engineering, Sales and Marketing to continuously improve the customer lifecycle.
What You9ll Bring- Experience building and scaling digital customer success programs for thousands of SMB SaaS customers.
- Experience with digital onboarding, customer education, product adoption and one-to-many customer success.
- Experience with customer education platforms, in-app guidance and lifecycle automation.
- Experience with tools such as Pendo, Appcues or similar platforms.
- Strong analytical, project management and execution skills.
- Demonstrated interest in AI and applying it to improve customer outcomes.
- Based in Vancouver, BC.
Who You Are- You take ownership and are highly accountable.
- You move quickly and proactively.
- You enjoy building systems that scale.
- You solve problems with automation before adding people.
- You have a track record of turning ideas into measurable business results.
Benefits:
- Friendly co-workers
- Work From Home/Remote
- Health and dental benefits
- Casual dress code
- Competitive compensation
- Building a company and being a part of a success story
Salary range: 80k to 110k CAD annually (the final range will be defined based on experience).
We don9t offer relocation support for this job posting
