Ncontracts

Program Manager

• Design and optimize end-to-end digital customer journeys from onboarding through expansion, with particular focus on scale customer segments
• Develop strategic frameworks for personalized communication at scale while maintaining authentic customer relationships
• Define optimal communication channels, frequency, and messaging for different customer segments and lifecycle stages
• Partner with enablement team to integrate LMS and knowledge base as strategic tools within customer journeys
• Collaborate cross-functionally with Customer Enablement, Support, Customer Success Managers, Product, Marketing, and Sales Enablement to create seamless customer experiences
• Identify where human touchpoints add maximum value within increasingly digital customer journeys
• Design and implement scalable digital engagement strategies that drive meaningful behavior change
• Own KPIs for digital customer success initiatives including adoption rates, engagement metrics, and customer health indicators
• Develop comprehensive measurement frameworks that go beyond traditional metrics to track actual behavior change and business outcomes
• Analyze customer health using multiple data points beyond usage data to predict and prevent churn
• Leverage customer success platforms (ChurnZero, Pendo, Forethought) to create automated and personalized customer experiences
• Work with Salesforce and HubSpot data to inform customer segmentation and journey design
• Ensure seamless integration between various digital tools and customer-facing platforms
• Present insights and recommendations to leadership on digital engagement effectiveness
• Collaborate with Product and Marketing to influence roadmap and align customer communication strategies with broader brand messaging

Digital Success Program Manager

Customer Success Manager

• Manage a portfolio of 1,000+ customers, maintaining touchpoints and health monitoring through individual and automated outreach
• Develop and execute customer success strategies that drive adoption, retention, and expansion across a large base of smaller-contract value customers
• Identify at-risk accounts early through predictive analytics and implement targeted intervention strategies at scale via automated outreach
• Drive product adoption and feature utilization across your customer base using data-driven approaches tailored to smaller business needs around new functionality and regulatory changes.
• Coordinate daily operations, case assignments, and escalation protocols with the inside support team to deliver a terrific customer experience to your customer base
• Foster a collaborative environment focused on customer problem solving
• Adopt automation systems, AI, and reporting dashboards for managing high-volume portfolios
• Partner with assigned customers to understand their business objectives and map them to product capabilities using scalable engagement models when they are identified at risk
• Identify expansion opportunities across the portfolio of assigned accounts and collaborate with sales teams on systematic upsell initiatives to grow accounts
• Analyze customer usage data and health metrics to proactively remediate concerns across account base
• Serve as voice of the customer, providing aggregated feedback to product and engineering teams from customer base
• Maintain customer satisfaction scores above 85%