Digital Customer Success Program Manager
New
J
JobgetherSaaS Technology
CanadaFull-TimeMiddle
Salary80,000 - 110,000 CAD per year
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Job Details
- Required Skills
- Project ManagementArtificial IntelligenceData AnalysisCustomer SuccessSaaS
Requirements
- Proven experience developing and scaling digital customer success programs for SMB SaaS customers.
- Experience with digital onboarding, customer education, product adoption, and one-to-many customer success strategies.
- Hands-on experience with customer education platforms, in-app engagement tools, and lifecycle automation solutions.
- Familiarity with platforms such as Pendo, Appcues, or similar customer experience technologies.
- Strong analytical skills with the ability to measure performance, identify trends, and optimize customer programs.
- Excellent project management and execution abilities, with a track record of delivering measurable results.
- Demonstrated interest in artificial intelligence and applying AI solutions to improve customer outcomes.
- Ability to work independently, take ownership, and proactively solve complex problems.
- Strong collaboration skills and experience working across multiple teams.
- Based in Vancouver, BC.
Responsibilities
- Own the customer lifecycle from post-sale through onboarding, activation, adoption, and ongoing engagement.
- Develop and execute a digital customer success strategy focused on scalability and customer value.
- Create and manage customer education initiatives, including training videos, knowledge bases, product guides, and self-service resources.
- Design and optimize in-app guidance and product education experiences using platforms such as Pendo, Appcues, or similar tools.
- Plan and deliver customer communications related to product launches, beta programs, feature releases, and adoption campaigns.
- Analyze customer behavior, activation metrics, product usage, NPS, segmentation, and retention indicators to identify improvement opportunities.
- Build automated customer journeys that increase efficiency and enable customers to achieve success independently.
- Apply AI solutions and emerging technologies to improve customer experiences and operational effectiveness.
- Partner with Customer Success, Product, Engineering, Sales, and Marketing teams to continuously enhance the customer journey.
- Translate customer insights and data into actionable recommendations that drive business impact.
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