Deputy Program Manager – Call Center Operations
GaP Solutions
PMP
Digital Customer Success Program Manager
Customer.io
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $110,000 per year
Job Level
Mid-LevelSenior
About the role
- Design, implement, and iterate digital onboarding flows aligned to CS strategy and priorities
- Build and maintain automated lifecycle campaigns (email, in-app notifications) to drive adoption milestones
- Partner with CX Ops to scope, test, and launch new digital CS features and tooling
- Serve as the CS internal champion for our digital stack
- Support CS team members on digital lifecycle execution, ensuring alignment with human-driven playbooks
- Pilot A/B tests on messaging cadence, content, and in-app experiences to boost engagement and measure impact
- Analyze digital engagement data to surface patterns, friction points, and opportunities to influence product and CS roadmap decisions
- Document and standardize digital lifecycle best practices to scale across CS team
- Champion a test-and-learn culture within CS, continuously experimenting with channels, cadences, and content to drive better outcomes
- Own digital programs across the customer lifecycle, from activation to renewal, with a focus on pooled segments
Requirements
- 5 - 6+ years in Customer Success, CS operations, or digital program management in a SaaS or scale-up environment
- Experience owning projects facilitated with low-code/no-code tools (Zapier, N8N) and digital automation platforms
- Familiarity with marketing automation tools and landscape (Customer.io, Braze, Iterable, Marketo, HubSpot)
- Experience piloting A/B tests and measuring digital engagement metrics to measure customer and revenue outcomes
- Proven success collaborating across CS, Product, Marketing, and Ops teams
- Bonus: Basic front-end skills (HTML/CSS/JavaScript) for rapid in-app tweaks
- Will give candidates located in Eastern Timezone priority to maximize coverage with our global team and leaders
