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Medium — generalist program manager title and broad cross-functional requirements increase candidate density.
Medium — transferable across SaaS and enterprise software but benefits from customer-success-specific experience.
Medium — expects platform experience, B2B customer-success skills, and cross-functional alignment without strict years.
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Own and execute end-to-end digital customer communication programs targeting lower touch accounts, focusing on customer retention, adoption, and growth in the Identity Verification domain.
Manage and optimize automated and focused digital journeys using Gainsight Journey Orchestrator, including scaling internal initiatives and maintaining a coordinated communication calendar.
Collaborate cross-functionally with Customer Success, Product, Operations, Analytics, Marketing, and Legal teams to align digital program strategies and report on key engagement and retention metrics.
Experience in Customer Success, Digital Customer Experience, Lifecycle Marketing, or a related role with proven management of digital customer communication programs.
Strong project management skills with ability to own initiatives end-to-end and work cross-functionally with Product, Engineering, Legal, and Go-to-Market teams.
Strong written communication skills capable of translating complex topics into customer-friendly messaging.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in managing scalable digital engagement programs for B2B or enterprise customers, particularly in identity verification or similar sectors.
Data-driven and analytical mindset with experience using engagement and adoption metrics to optimize customer journeys.
Comfortable operating in fast-moving environments with multiple competing priorities and collaborating across diverse functional teams.