Digital Program Manager, Customer Success
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Job Description
Digital Customer Success program manager building health scoring, automation, and renewal workflows. Supporting Uniguest’s managed customer-facing technology solutions across hospitality, senior living, retail, education, and corporate sectors.
Responsibilities:
- Build and operate a scalable, data-driven Customer Success program across customer segments, verticals, products, and routes to market
- Develop customer segmentation rules based on ARR, product type, renewal timing, usage, support activity, risk profile, and strategic importance
- Create and maintain customer health scoring logic using Salesforce.com data, renewal information, product usage, support signals, and other customer data sources
- Partner with Sales, Business Systems, Support, Product, Finance, and Customer Success stakeholders to define data requirements, risk signals, workflows, dashboards, and action plans
- Use Salesforce.com for customer risk visibility, task generation, renewal readiness, account prioritization, and workflow adoption
- Analyze account trends, churn patterns, renewal risk, adoption gaps, and engagement performance using Tableau, Salesforce reports, or similar BI environments
- Build AI-enabled and rules-based processes to identify at-risk accounts, recommend next-best actions, and prioritize outreach
- Design digital Customer Success programs for onboarding, adoption, renewal reminders, product education, risk intervention, and value reinforcement
- Create long-tail customer coverage programs for efficient engagement without assigning every account to a dedicated CSM
- Build work queues and action lists for Customer Success, Sales, Support, and leadership
- Maintain executive dashboards for customer health, at-risk ARR, retention risk, renewal readiness, program performance, and customer engagement
- Establish operating cadence for at-risk account reviews, renewal readiness, digital program performance, customer health reviews, and executive escalation
Requirements:
- 5+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Customer Lifecycle Operations, Digital Customer Success, SaaS program management, or a related operating role
- Strong Salesforce.com skills, including account, opportunity, order, renewal, task, activity, reporting, dashboard, and workflow concepts
- Highly analytical mindset with ability to turn customer data into insights, priorities, workflows, and executive reporting
- Experience building or improving customer health scores, risk frameworks, renewal readiness processes, segmentation models, or customer lifecycle programs
- Experience working with dashboards, BI tools, or analytics teams
- Ability to work cross-functionally with Sales, Support, Product, Finance, Business Systems, and Customer Success stakeholders
- Strong program management skills, including ownership, timelines, operating cadence, success metrics, and adoption plans
- Practical understanding of AI, automation, rules-based prioritization, or workflow automation in a business operations environment
- Clear communication skills and ability to explain data, process, and program recommendations to senior commercial leaders
- Tableau and Snowflake experience are strongly preferred
- Preferred experience with Salesforce Sales Cloud, Service Cloud, Agentforce, or customer-facing Salesforce automation
- Preferred experience with Tableau, Snowflake, Power BI, or similar data and reporting environments
- Preferred experience with Customer Success platforms such as Gainsight, ChurnZero, Avoma, Totango, Planhat, Vitally, Catalyst, or similar tools
- Preferred experience building scaled or digital Customer Success motions for a large customer base
- Preferred experience in a multi-product, multi-vertical, or channel-supported business
- Preferred experience creating renewal, onboarding, adoption, product education, risk intervention, or customer value programs
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