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Digital Program Manager, Customer Success
Location
United States
Posted
3 days ago
Salary
$140K - $160K / year
Seniority
Senior
Job Description
Digital Program Manager, Customer Success
Doppel
• Design, launch, and continuously improve digital customer success programs across the customer lifecycle, including onboarding, adoption, customer education, AI feature adoption, customer maturity progression, renewal readiness, and customer advocacy. • Own the digital experience for tech-touch and scaled customer segments while enabling high-touch Customer Success Managers with automated engagement programs, customer intelligence, and repeatable playbooks. • Build scalable lifecycle campaigns that proactively guide customers toward key milestones using automation, segmentation, customer behavior, product telemetry, and lifecycle analytics. • Own Customer Success digital reporting by developing scalable dashboards and reporting views for customer health, onboarding, adoption, product usage, engagement, renewals, expansion, and program effectiveness. • Partner with Revenue Operations and Business Systems to improve data quality, reporting automation, and accessibility of customer insights across the Customer Success organization. • Identify customer trends, risks, friction points, and growth opportunities through data analysis and translate insights into actionable recommendations for CS leadership and cross-functional partners. • Partner with Product, Product Marketing, and Customer Success to accelerate adoption of Doppel’s AI capabilities through targeted customer education, campaigns, usage analysis, and best-practice programs. • Measure AI adoption and customer maturity through clear success metrics; identify barriers to adoption and recommend improvements to product experience, enablement, and customer engagement. • Map, document, and continuously optimize the end-to-end digital customer journey using customer feedback, behavioral data, lifecycle analytics, and operational insights. • Collaborate with Marketing and Enablement to create targeted email campaigns, learning content, webinars, in-product guidance, best-practice resources, and customer communications aligned to lifecycle stage and success milestones. • Partner with Customer Success leadership to define and optimize customer health scoring, customer maturity frameworks, lifecycle processes, and standardized playbooks. • Identify opportunities to automate repetitive Customer Success workflows using AI, digital tools, and scalable operational processes. • Track and report on key metrics including time-to-value, onboarding completion, product adoption, AI feature adoption, customer health, product usage and engagement, NPS/CSAT, renewal readiness, expansion influence, and digital program ROI. • Conduct segmentation analysis and A/B testing to continuously improve digital customer engagement and program performance. • Partner with Product and Engineering to advocate for customer needs and improve in-product guidance, self-service experiences, and customer adoption paths. • Work with Sales and Account Management to align digital customer success programs with broader business initiatives, renewal planning, and growth opportunities.
Job Requirements
- 3+ years of experience in Customer Success Operations, Program Management, Digital Customer Experience, Lifecycle Marketing, Revenue Operations, or a related SaaS function.
- Experience designing, launching, and scaling digital customer success programs for an existing customer base.
- Strong understanding of the SaaS customer lifecycle, including onboarding, adoption, value realization, renewal, expansion, and advocacy.
- Experience building customer reporting, dashboards, and insights using data from CRM systems, product analytics tools, customer success platforms, support systems, and/or marketing automation platforms.
- Strong analytical skills with the ability to collect, clean, structure, interpret, and communicate customer data from multiple sources.
- Experience with customer engagement, product analytics, or lifecycle tools such as HubSpot, Pendo, Docebo, Gainsight, Planhat, Vitally, or similar platforms.
- Proven ability to manage complex, cross-functional programs with measurable business outcomes.
- Strong communication and stakeholder management skills, including the ability to translate data into clear recommendations for leadership and cross-functional teams.
- Comfort working in a fast-moving, high-growth environment where priorities evolve and ownership is important.
- A thoughtful, curious, and resourceful approach to problem solving.
- Experience in B2B SaaS, cybersecurity, AI-driven products, or customer-facing technology environments is helpful but not required.
- Familiarity with customer journey mapping, lifecycle marketing, behavioral analytics, health scoring, customer maturity models, and operational playbooks is helpful but not required.
- Project management certification such as PMP, Scrum, Agile, or similar is a plus.
Benefits
- Competitive compensation and meaningful equity.
- Flexible work environment.
- Comprehensive health benefits, PTO, and parental leave.
- Opportunity to help define the future of Customer Success at Doppel.
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Program Specialist
NoblisAn independent nonprofit organization, Noblis provides U.S. federal government clients with science, technology, and engineering services to solve challenging p
Role Description Noblis is seeking a Program Specialist to support the Department of War (DoW). Active Secret clearance is preferred; candidates must be eligible for a DoW Secret clearance. This is a remote position supporting a senior level Federal client based in Washington, D.C. and may require up to 25% travel to support DoW program activities. - Supporting STED program operations: Assisting with planning, coordination, and execution of Sustainable Technology Evaluation and Demonstration (STED) activities for the Department of War (DoW). - Coordinating stakeholder engagement: Scheduling meetings, preparing materials, and supporting communication with military, government, and industry partners. - Managing program documentation: Maintaining records, reports, action items, and program artifacts. - Supporting technology evaluation activities: Assisting with data collection, logistics, and coordination for technology demonstrations and assessments. - Tracking program milestones and deliverables: Monitoring timelines, risks, dependencies, and progress across STED efforts. - Preparing briefings and reports: Developing summaries, presentations, and decision ready materials for leadership. - Supporting requirements gathering: Documenting user needs, technology gaps, and operational priorities. - Coordinating travel and event logistics: Supporting planning for demonstrations, site visits, and stakeholder meetings. - Maintaining program data and records: Ensuring accuracy, version control, and accessibility of program information. Qualifications - Bachelor's degree and 5+ years of experience or Master's degree and 3+ years of experience. - US Citizenship is required. The ability to obtain a security clearance is required. - Experience supporting federal or defense programs. - Experience with program coordination or project support. - Experience preparing reports, briefings, or documentation. - Experience managing schedules, tasks, or deliverables. - Experience engaging with stakeholders. - Experience with Microsoft Office or collaboration tools. - Experience with AI/ML concepts and terminology. Requirements - Experience supporting technology evaluation or RDT&E programs. - Experience working with military or government stakeholders. - Experience supporting logistics or event coordination. - Experience with data collection or analysis. - Experience supporting Agile program environments. Benefits - Health, life, disability, financial, and retirement benefits. - Paid leave, professional development, and tuition assistance. - Work-life programs. - Acknowledgment of exceptional performance through award programs. - Eligibility for benefit programs for full-time and part-time employees working at least 20 hours a week. Company Description Noblis and our wholly owned subsidiaries, Noblis ESI and Noblis MSD, take on some of the nation’s toughest challenges, delivering advanced solutions to our customers’ most critical missions. We bring together leading scientific, engineering, and management expertise in a culture grounded in objectivity and collaboration, ensuring our work creates lasting impact across federal missions. We work with a broad range of government agencies in the defense, intelligence, and federal civilian sectors.



