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

🏥 Healthcare

🏨 Hospitality

📚 Education

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

Healthcare • Hospitality • Education

Uniguest is a provider of cloud-based digital engagement solutions, offering digital signage CMS, IPTV and IP video platforms, engagement apps, and optimized media hardware. The company supplies software Hubs and platforms for content management, interactive TV, video-on-demand, webcasting, wayfinding, room signage, and specialized engagement apps, and also offers managed hardware (media players, encoders, headends) and channel distribution to AV integrators and resellers. Uniguest serves hospitality, healthcare, education, stadiums, senior living, retail, corporate enterprise and other sectors, focusing on secure, scalable audience engagement across screens and devices.

📋 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 data, renewal information, product usage, support signals, and other customer data sources • 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 for efficient engagement without assigning every account to a dedicated CSM • 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 are strongly preferred • Preferred experience with Salesforce Sales Cloud, Service Cloud, Agentforce, or customer-facing Salesforce automation • Preferred experience with Tableau, Snowflake, Power BI, or similar data and reporting environments • Preferred experience with Customer Success platforms such as Gainsight, ChurnZero, Avoma, Totango, Planhat, Vitally, Catalyst, or similar tools • Preferred experience building scaled or digital Customer Success motions for a large customer base • Preferred experience in a multi-product, multi-vertical, or channel-supported business • Preferred experience creating renewal, onboarding, adoption, product education, risk intervention, or customer value programs