Digital Program Manager, Customer Success

🕒 Julho 27

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Doppel

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2022

🔒 Cibersegurança

🤖 Inteligência Artificial

☁️ SaaS

Cybersecurity • Artificial Intelligence • SaaS

Doppel é uma plataforma de defesa social engineering nativa de IA que protege organizações contra personificações, phishing, deepfakes e ataques de engenharia social multicanal impulsionados por IA. A plataforma unifica Proteção contra Riscos Digitais, Gestão de Riscos Humanos (simulação e treinamento de conscientização em segurança) e Segurança de E-mail para detectar, correlacionar (via Threat Graph) e remediar a infraestrutura dos atacantes em domínios, mídias sociais, redes de anúncios, telecomunicações, marketplaces e canais obscuros. Doppel enfatiza a automação de IA agente para detecção, derrubadas, triagem de phishing e fluxos de trabalho escaláveis de SOC, e tem como alvo clientes empresariais de setores como serviços financeiros, saúde, tecnologia, varejo e manufatura.

Descrição

• Design, launch, and continuously improve digital customer success programs across the customer lifecycle, including onboarding, adoption, customer education, AI feature adoption, customer maturity progression, renewal readiness, and customer advocacy. • Own the digital experience for tech-touch and scaled customer segments while enabling high-touch Customer Success Managers with automated engagement programs, customer intelligence, and repeatable playbooks. • Build scalable lifecycle campaigns that proactively guide customers toward key milestones using automation, segmentation, customer behavior, product telemetry, and lifecycle analytics. • Own Customer Success digital reporting by developing scalable dashboards and reporting views for customer health, onboarding, adoption, product usage, engagement, renewals, expansion, and program effectiveness. • Partner with Revenue Operations and Business Systems to improve data quality, reporting automation, and accessibility of customer insights across the Customer Success organization. • Identify customer trends, risks, friction points, and growth opportunities through data analysis and translate insights into actionable recommendations for CS leadership and cross-functional partners. • Partner with Product, Product Marketing, and Customer Success to accelerate adoption of Doppel’s AI capabilities through targeted customer education, campaigns, usage analysis, and best-practice programs. • Measure AI adoption and customer maturity through clear success metrics; identify barriers to adoption and recommend improvements to product experience, enablement, and customer engagement. • Map, document, and continuously optimize the end-to-end digital customer journey using customer feedback, behavioral data, lifecycle analytics, and operational insights. • Collaborate with Marketing and Enablement to create targeted email campaigns, learning content, webinars, in-product guidance, best-practice resources, and customer communications aligned to lifecycle stage and success milestones. • Partner with Customer Success leadership to define and optimize customer health scoring, customer maturity frameworks, lifecycle processes, and standardized playbooks. • Identify opportunities to automate repetitive Customer Success workflows using AI, digital tools, and scalable operational processes. • Track and report on key metrics including time-to-value, onboarding completion, product adoption, AI feature adoption, customer health, product usage and engagement, NPS/CSAT, renewal readiness, expansion influence, and digital program ROI. • Conduct segmentation analysis and A/B testing to continuously improve digital customer engagement and program performance. • Partner with Product and Engineering to advocate for customer needs and improve in-product guidance, self-service experiences, and customer adoption paths. • Work with Sales and Account Management to align digital customer success programs with broader business initiatives, renewal planning, and growth opportunities.

🎯 Requisitos

• 3+ years of experience in Customer Success Operations, Program Management, Digital Customer Experience, Lifecycle Marketing, Revenue Operations, or a related SaaS function. • Experience designing, launching, and scaling digital customer success programs for an existing customer base. • Strong understanding of the SaaS customer lifecycle, including onboarding, adoption, value realization, renewal, expansion, and advocacy. • Experience building customer reporting, dashboards, and insights using data from CRM systems, product analytics tools, customer success platforms, support systems, and/or marketing automation platforms. • Strong analytical skills with the ability to collect, clean, structure, interpret, and communicate customer data from multiple sources. • Experience with customer engagement, product analytics, or lifecycle tools such as HubSpot, Pendo, Docebo, Gainsight, Planhat, Vitally, or similar platforms. • Proven ability to manage complex, cross-functional programs with measurable business outcomes. • Strong communication and stakeholder management skills, including the ability to translate data into clear recommendations for leadership and cross-functional teams. • Comfort working in a fast-moving, high-growth environment where priorities evolve and ownership is important. • A thoughtful, curious, and resourceful approach to problem solving. • Experience in B2B SaaS, cybersecurity, AI-driven products, or customer-facing technology environments is helpful but not required. • Familiarity with customer journey mapping, lifecycle marketing, behavioral analytics, health scoring, customer maturity models, and operational playbooks is helpful but not required. • Project management certification such as PMP, Scrum, Agile, or similar is a plus.

🏖️ Benefícios

• Competitive compensation and meaningful equity. • Flexible work environment. • Comprehensive health benefits, PTO, and parental leave. • Opportunity to help define the future of Customer Success at Doppel.