Digital Customer Success Program Manager

About the role

Customer.io is seeking a Digital Customer Success Program Manager to design and run scalable customer success programs for our growing base of SaaS customers. This role focuses on onboarding, activation, adoption, renewal, and expansion, with a data-driven approach to customer health and outcomes. You will partner with Sales, Product, Marketing, and Support to drive value for customers and to inform product direction.

Responsibilities

• Design, launch, and manage digital success programs, onboarding journeys, and automated lifecycle campaigns.
• Define success metrics, health scores, and dashboards; monitor customer outcomes and identify at-risk accounts.
• Lead cross-functional initiatives to scale customer success across the Americas remote customer base.
• Develop playbooks and scalable processes to improve time-to-value and customer satisfaction.
• Drive renewal opportunities and expand usage through targeted outreach.
• Collect and relay customer feedback to Product and Leadership; influence roadmap.

Qualifications

• 5+ years in customer success, program management, or related field in SaaS.
• Proven experience running remote customer success programs; strong communication and collaboration skills.
• Proficiency with CRM and analytics tools (e.g., Salesforce, HubSpot; Looker/Tableau, Mixpanel).
• Excellent written and verbal communication; strong project management and stakeholder management.
• Bachelor’s degree or equivalent experience.

Benefits

• Competitive salary and comprehensive benefits.
• Remote-friendly environment with flexible scheduling.
• Opportunities for career growth and cross-functional collaboration.

About applying

Location: Americas Remote
Job type: Full-time
Salary: Not disclosed

Apply here: https://job-boards.greenhouse.io/customerio/jobs/7121711