Senior Program Manager, Digital Customer Success and Strategy Development for Enhanced Customer Experience and Retention

Introduction to blithequark

blithequark is a pioneering force in the digital landscape, dedicated to transforming how businesses understand and improve their online interactions. Our innovative technology empowers companies to uncover valuable insights, optimize customer and employee journeys, and deliver exceptional digital experiences. We're passionate about making every customer experience smoother, more personalized, and empowering the employees behind the scenes. At blithequark, we're building something special, and we're looking for talented individuals who are curious, collaborative, and driven to make a lasting impact.

About the Role

We're seeking a proactive and data-driven Senior Program Manager to join our Digital Customer Success team. In this pivotal role, you will be instrumental in scaling our customer success strategy through digital initiatives focused on driving product adoption and customer retention. You will design, implement, and optimize engaging programs that deliver content and insights throughout the customer journey, maximizing user adoption, value recognition, and account retention. This cross-functional position partners with CS leadership, Marketing, and Product to ensure exceptional customer experiences through digital channels.

Key Responsibilities

• Design and launch scalable and automated success programs across the customer lifecycle, creating various program types (e.g., in-app workflows, email campaigns, and webinars) for all blithequark customers, regardless of segment.
• Analyze the end-to-end digital customer journey, using behavioral and customer data to identify friction points, opportunities for improvement, and to proactively detect trends in product adoption, risks, and expansion opportunities.
• Define, track, and report on key performance metrics for digital success programs (e.g., customer health, product usage/adoption, ROI), and implement optimization strategies, including A/B testing and user segmentation.
• Manage a portfolio of digital success programs, including planning, execution, and regular business reviews, proactively identifying potential risks or roadblocks, and leveraging data analysis to measure program effectiveness and drive iterative improvements.
• Collaborate cross-functionally with Product, Marketing, and Success teams to align digital success programs with product roadmaps, marketing campaigns, and overall customer success strategies, ensuring seamless execution and a unified customer experience.

Essential Qualifications

• Experience in digital customer success, program management, customer enablement, or related fields, with a proven track record of driving customer engagement and retention through digital initiatives.
• Strong data evaluation skills, including the ability to identify and communicate customer insights and trends, and to inform data-driven decisions.
• Capable of building and managing complex digital programs with measurable business outcomes in customer engagement tools such as Appcues and Matik or similar.
• Excellent organizational and project management skills, with the ability to prioritize and manage commitments effectively in a fast-paced environment.
• Strong written and verbal communication skills, with strong attention to detail, and the ability to work both independently and cross-functionally to achieve goals.

Preferred Qualifications

• Experience working with cross-functional teams, including Product, Marketing, and Sales, to drive customer success and revenue growth.
• Knowledge of digital customer success platforms, such as Gainsight, Totango, or similar, and experience with data analytics tools, such as Tableau, Looker, or similar.
• Strong understanding of customer journey mapping, and experience with designing and implementing customer journey programs that drive engagement and retention.
• Experience with A/B testing, user segmentation, and personalization, and the ability to apply these concepts to drive customer success and revenue growth.

Skills and Competencies

To be successful in this role, you will need to possess a unique blend of skills and competencies, including:

• Strong analytical and problem-solving skills, with the ability to analyze complex data sets and inform data-driven decisions.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams, including Product, Marketing, and Sales.
• Strong project management skills, with the ability to prioritize and manage multiple projects simultaneously, and to drive projects to completion in a fast-paced environment.
• Ability to think strategically, and to develop and implement digital customer success strategies that drive customer engagement and retention.
• Strong attention to detail, and the ability to manage multiple priorities and deadlines in a fast-paced environment.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our employees grow and develop in their careers. We offer a range of training and development programs, including:

• Professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy.
• Opportunities to work on complex and challenging projects, and to develop and implement digital customer success strategies that drive customer engagement and retention.
• Collaboration with cross-functional teams, including Product, Marketing, and Sales, to drive customer success and revenue growth.
• Access to industry-leading tools and technologies, and the opportunity to develop expertise in digital customer success platforms and data analytics tools.

Work Environment and Company Culture

At blithequark, we're passionate about creating a work environment that is collaborative, inclusive, and empowering. We offer:

• A remote-first work environment, with flexible paid time off, and an annual company-wide closure.
• A range of benefits, including sponsored benefit packages for US-based employees, and supplemental coverage options for international employees.
• Opportunities to connect with fellow employees in real life through team off-sites, a lively home office, and annual full-company meet-up.
• A monthly productivity stipend, and reimbursement for remote colleagues for their initial home office set up.

Compensation, Perks, and Benefits

The base salary for this position ranges between $97,750 - $115,000 USD, depending on relevant experience, job-related skills, and qualifications. We also offer a range of perks and benefits, including:

• A comprehensive benefits package, including medical, dental, and vision coverage.
• A 401(k) retirement plan, with company match.
• A range of paid time off options, including vacation, sick leave, and holidays.
• Access to industry-leading tools and technologies, and the opportunity to develop expertise in digital customer success platforms and data analytics tools.

Conclusion

If you're a motivated and data-driven individual who is passionate about digital customer success, we encourage you to apply for this exciting opportunity. At blithequark, we're committed to creating a work environment that is collaborative, inclusive, and empowering, and we're looking for talented individuals who share our values and our passion for delivering exceptional digital experiences. Apply now to join our team and help us shape the future of digital customer success!