Digital Program Manager, Customer Success

🔥 0 minutes ago

🎸 Tennessee – Remote

🎸 Tennessee – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Uniguest

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1986

☁️ SaaS

🏢 Enterprise

🏨 Hospitality

💰 $190M Debt Financing - Uniguest on 2021-06

SaaS • Enterprise • Hospitality

Uniguest is a provider of secure digital engagement technologies and platforms. The company delivers a Digital Engagement Platform comprising digital signage, IPTV/hotel TV, enterprise video, managed hardware, and user applications to distribute connected content and engage audiences across venues such as hotels, enterprises, education, and public spaces. Uniguest also brings together multiple professional AV and market-specialist solutions (Tripleplay, Onelan, MediaStar, Otrum, eStream, Touchtown, Sagely, Janus, Volara, Eversound, Bunch, UCView) to offer integrated software and hardware offerings for customer-facing and internal communications.

📋 Description

• Build and operate a scalable, data-driven Customer Success program across customer segments, verticals, products, and routes to market • Develop customer segmentation rules based on ARR, product type, renewal timing, usage, support activity, risk profile, and strategic importance • Create and maintain customer health scoring logic using Salesforce.com, renewal information, product usage, support signals, and other customer data • Partner with Sales, Business Systems, Support, Product, Finance, and Customer Success stakeholders to define data requirements, risk signals, workflows, dashboards, and action plans • Use Salesforce.com for customer risk visibility, task generation, renewal readiness, account prioritization, and workflow adoption • Analyze account trends, churn patterns, renewal risk, adoption gaps, and engagement performance using Tableau, Salesforce reports, or similar BI environments • Build AI-enabled and rules-based processes to identify at-risk accounts, recommend next best actions, and prioritize outreach • Design digital Customer Success programs for onboarding, adoption, renewal reminders, product education, risk intervention, and value reinforcement • Create long-tail customer coverage programs and build work queues and action lists for Customer Success, Sales, Support, and leadership • Maintain executive dashboards for customer health, at-risk ARR, retention risk, renewal readiness, program performance, and customer engagement • Establish operating cadence for at-risk account reviews, renewal readiness, digital program performance, customer health reviews, and executive escalation

🎯 Requirements

• 5+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Customer Lifecycle Operations, Digital Customer Success, SaaS program management, or a related operating role • Strong Salesforce.com skills, including account, opportunity, order, renewal, task, activity, reporting, dashboard, and workflow concepts • Highly analytical mindset with ability to turn customer data into insights, priorities, workflows, and executive reporting • Experience building or improving customer health scores, risk frameworks, renewal readiness processes, segmentation models, or customer lifecycle programs • Experience working with dashboards, BI tools, or analytics teams • Ability to work cross-functionally with Sales, Support, Product, Finance, Business Systems, and Customer Success stakeholders • Strong program management skills, including ownership, timelines, operating cadence, success metrics, and adoption plans • Practical understanding of AI, automation, rules-based prioritization, or workflow automation in a business operations environment • Clear communication skills and ability to explain data, process, and program recommendations to senior commercial leaders • Tableau and Snowflake experience strongly preferred • Preferred experience with Salesforce Sales Cloud, Service Cloud, Agentforce, Tableau, Snowflake, Power BI, customer success platforms, and scaled or digital Customer Success motions

🏖️ Benefits

• Equal employment opportunity and equal access to employment • 24/7/365 multi-lingual support environment (company offering, not an employee benefit)