Teramind

Digital Program Manager

Teramind

full-time

Posted on:

Location Type: Remote

Location: Canada

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About the role

  • 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").

Requirements

  • 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)).
  • Experience with digital adoption platforms for in-app guidance and analytics (preferred).
  • Familiarity with the principles of Behavioral Science or Nudge Theory as they apply to product adoption and retention (preferred).
  • Prior experience in a high-volume, low-Annual Contract Value (ACV) environment (preferred).
  • Ability to work cross-functionally with Product, Marketing, and Customer Success teams to ensure a cohesive customer experience.
Benefits
  • Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.
  • Competitive salary
  • High-quality health benefits
  • 401(k) with employer match
  • Career growth opportunities
  • Unlimited paid time off
  • Company-issued laptop (choice of Mac or PC)
  • Professional development budget

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
digital customer journeycustomer segmentationcampaign managementA/B testingdata analysiscustomer health scoringautomationmulti-channel marketingdigital adoptionmarketing automation
Soft skills
analytical skillscross-functional collaborationstrategic thinkingcommunicationproblem-solvingevent planningresource developmentcustomer engagementteamworkadaptability