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Teramind · 2 days ago

Digital Program Manager (Canada + US)

United States

Contract

Remote

Mid Level

3+ years exp

Teramind is the leading platform for user behavior analytics, and they are seeking an experienced Digital Program Manager to design, implement, and manage their 1:Many Customer Success strategy. This role focuses on driving adoption, retention, and growth across digital and self-service customers through strategic program design and execution.

Cyber SecurityEnterprise SoftwareProductivity ToolsSecuritySoftware

Growth Opportunities

Responsibilities

Develop the 1:Many Strategy: Architect a comprehensive, segmented digital customer journey that maps out key milestones, high-value content, and proactive touchpoints from onboarding through renewal

Segmentation and Personalization: Define and maintain customer segments based on product usage, health scores, lifecycle stage, and potential for growth. Tailor digital programs (emails, in-app messages, webinars, content) to deliver relevant value to each segment

Tech Stack Optimization: Act as the primary owner and power user for the digital success tool stack (e.g., Churnzero, Intercom, HubSpot, etc.). Ensure all tools are integrated and optimized to deliver automated and personalized communication

Campaign Management: Build, deploy, and manage multi-channel digital campaigns (email automation, in-app guides, resource hubs, video tutorials, personalized digital outreach) designed to achieve specific outcomes:

Adoption: Drive feature usage and activation of key value drivers

Retention: Mitigate risk by addressing common blockers and low-usage signals

Expansion : Nurture high-potential customers with self-service upgrade paths and upsell content

Content and Resource Development: Partner with Customer Success, Marketing, and Product teams to create and curate scalable resources (FAQs, video libraries, help documentation) needed for the digital journey

Success-at-Scale Events: Plan and execute scalable events, such as Success-at-Scale Webinars, office hours, and digital user groups, focused on driving best practices and community engagement

Data-Driven Optimization: Establish key performance indicators (KPIs) for the digital segment (e.g., campaign open rates, click-through rates, feature adoption, Digital-Driven Renewal Rate, and overall segment churn)

A/B Testing: Design and execute continuous A/B tests on digital touchpoints and journeys to maximize engagement and impact on retention

Health Scoring: Refine and utilize the Customer Health Score to identify customers who are digitally engaged versus those who require manual intervention

Operational Handoffs: Define clear, automated criteria and workflows for when a digital customer must be escalated to a dedicated CSM or Sales/Support team member ("human escalation point")

Qualification

Customer Success OperationsMarketing AutomationData AnalysisChurnzeroHubSpotBehavioral Science KnowledgeCross-functional Collaboration

Required

3+ years of experience in Customer Success Operations, Digital Customer Success, Marketing Automation, or a related field, specifically focused on 1:Many or self-service customer segments

Proven expertise in designing and managing complex automated multi-channel journeys

Strong analytical skills with the ability to translate complex data into actionable strategies and segment definitions

Deep proficiency with Customer Success platforms (e.g., Churnzero) or high-level proficiency in Marketing Automation/CRM platforms (e.g., HubSpot)