Auctane · 4 hours ago
Program Manager, Digital Customer Success
Austin, TX
Full-time
Hybrid
Senior Level
5+ years expAuctane is a company focused on helping businesses deliver efficiently across various industries. The Program Manager, Digital Customer Success, will lead the design and execution of customer success programs, ensuring effective engagement and retention through streamlined processes and automation.
E-CommerceLogisticsSoftware
Responsibilities
Define, lead, and track strategic and operational digital programs to successful completion
Deliver CS GTM initiatives that improve the effectiveness and efficiency of sales and customer success adoption capabilities, which include:
Customer journey development
Process and playbook development for customer success in collaboration with GTM partners, such as sales and partnerships
Processes and playbooks for Customer Success Associates, CSMs, and Professional Services
Continued partnership with enablement to codify CS playbooks
Increase efficiency of current customer interventions through call tracking, intervention optimization and workflow automation
Represent CS in cross-function programs / workstreams focused on customer experience initiatives
Collect and translate customer feedback through various CS touchpoints into program insights that drive new lifecycle initiatives or interventions
Support CS leadership in developing and and executing against lifecycle KPIs and reporting against hem
Partner closely with Customer Marketing to sequence and personalize customer campaigns within lifecycle context
Ensure systems (Salesforce, Looker, Pendo, etc.) are configured to deliver triggered actions and reporting tied to lifecycle stage
Develop a governance model for interacting with scaled customer success programs
Drive global use for SFDC as CS system of record
Build and maintain the Digital Playbook Library, codifying interventions for activation, adoption, and risk mitigation
Qualification
Required
5+ years of progressive experience in Customer Success Operations, Lifecycle Management, or Digital Programs in a SaaS environment
Excellent verbal and written communication skills
Ability to demonstrate critical thinking
Demonstrated success leading cross-functional initiatives that improve adoption, retention, and scalability
Strong experience with CRM and analytics platforms (Salesforce, Looker, Gainsight, HubSpot, Pendo, etc.)
Proven ability to translate data into business insights and to operationalize workflows across teams
Excellent program management and stakeholder communication skills — able to drive clarity in complex, cross-functional environments
Comfortable working in a fast-paced, matrixed environment where structure and clarity must be built from ambiguity
You share our values and are passionate about enabling customers to realize value at scale
Preferred
Bachelor's degree preferred
Experience with customer health scoring, automation rules, or signal-based engagement is a strong plus
Top performance in prior role(s)
Benefits
Flex Time Off policy
12 paid holidays for all of our US employees
401k employer matching program
Annual merit reviews
Company events
Attractive office space in the heart of central Austin, Texas (free drinks, snacks…)
Weekly catered lunches at our office
Health and Wellness: medical, dental, and vision plans
Fitness center in the office with Tonal Mirrors, Pelotons, free weights, etc.
Employee Assistance Program
Gym discounts
Education reimbursement
Employee Referral Program
Inclusive, casual and upbeat work environment
Company
Auctane
Auctane is a team of shipping and software experts with a passion for helping merchants fulfill their most audacious dreams.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Blackstone Credit
2021-10-01Acquired
2021-07-01Debt Financing
Leadership Team
Albert Ko
Chief Executive Officer
Nick Ciubotariu
Chief Technology Officer
Recent News
2025-11-27
2025-10-23
Company data provided by crunchbase