Senior Digital Program Manager

Responsibilities

• Digital Program Strategy & Ownership
• Own the strategy, roadmap, and calendar for CS digital programs across the customer lifecycle: onboarding, adoption, value realization, renewal, and expansion.
• Design and launch strategic, segment-level programs and journeys, aligned to customer segmentation, health scoring, and CS coverage models.
• Build the business case for each program: audience, objective, success metrics, content needs, and required resources. Prioritize the roadmap with CS Leadership.
• Act as project and program lead for cross-functional digital initiatives, coordinating Marketing, Product
• Support, Sales, and Enablement to deliver on time.
• Pilot and evaluate new engagement channels and tactics (in-app, email, community, webinars, and others) and scale what works.
• Digital Journey & Campaign
• Design and build automated journeys in Gainsight, including conditional logic, multi-step triggers, and data-driven audiences.
• Create, manage, and optimize email programs and in-app campaigns targeting customers at key lifecycle moments.

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