Digital Program Manager, Customer Success
Doppel
WorldwideremotePosted 1 month ago
Skill Required
Customer-SuccessCustomer-Success-OperationsDigital-Customer-ExperienceLifecycle-MarketingDigital-Customer-Success-ManagerDigital-Program-ManagerSenior-Customer-Success-Program-ManagerDigital-Success-ManagerCustomer-Experience-Program-ManagerCustomer-Program-ManagerCustomer-Success-Project-ManagerProgram-ManagerEmail MarketingCybersecurityWeb AccessibilityStatisticsEngineeringanalyticalautomationdevelopingdesigninganalyticssecuritybuildingTestNGdesignRustandAIFulltime
Key highlights
- Base salary range: $120,000–$125,000 USD (plus commissions and equity).
- Minimum required experience: 3+ years in Customer Success Operations or related SaaS function.
- Competitive compensation with meaningful equity.
- Flexible work environment and comprehensive health benefits, PTO, and parental leave.
- Opportunity to shape Customer Success at a fast‑growing Series C startup backed by Andreessen Horowitz and Bessemer.
- Must be authorized to work in the territory; visa sponsorship not provided.
Role overview
Doppel is a fast‑growing Series C startup building an AI‑native platform that defends against social engineering threats. The Digital Program Manager, Customer Success will design, launch, and scale digital programs, reporting, and operational processes that help customers realize value across the lifecycle, partnering cross‑functionally to make Customer Success more data‑driven, consistent, and scalable.
Responsibilities
- 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.
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.
Nice to have
- 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.
- Base salary range $120,000–$125,000 USD with commissions, equity participation, and comprehensive benefits.
Additional details
- About Doppel: building the future of social engineering defense with an AI‑native platform that protects executives, employees, customers, and brands from phishing, impersonation, fraud, and other AI‑powered threats across digital channels; combines Digital Risk Protection, Human Risk Management and Email Security into a real‑time intelligence graph.
- Backed by investors including Andreessen Horowitz and Bessemer Venture Partners; rapidly growing Series C startup trusted by leading enterprises.
- Candidates must be authorized to work in the territory in which they're working; no visa sponsorship is available.
- Doppel is an Equal Opportunity Employer and provides reasonable accommodations to applicants and employees with disabilities.
- Suggested Success Measures include reduced customer time‑to‑value, increased onboarding completion rates, higher product adoption, increased AI feature adoption, improved health score accuracy, clearer maturity progression, higher digital program engagement, improved CSAT/NPS, stronger renewal readiness, increased expansion influence, adoption of executive dashboards, reporting automation, data quality, operational efficiency, and measurable ROI.
- Salary Range: $120,000—$125,000 USD.
- Originally posted on Himalayas.