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ProductSupport

Digital Customer Success Program Manager

ServiceNow · Customer Outcomes

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Hours
Full-time
Where
Mountain View, California
Posted
Aug 19

The Digital Customer Success Program point person is responsible for designing and operating a scaled, digital-first customer engagement program within CS Operations that drives product adoption, customer health, and Gross Revenue Retention (GRR) for the Mid-Market segment.

This role owns the digital customer journey motions from onboarding through renewal—creating scalable plays and campaigns that deliver value at scale while intelligently routing accounts to human touch (CSM engagement) when signals indicate risk or expansion opportunity.

What you'd do

  • Design and execute lifecycle programs that accelerate onboarding, feature adoption, and time-to-value.
  • Create targeted engagement campaigns based on maturity and product usage.
  • Identify and recommend adoption improvements (in-product guidance, education, webinars, self-service resources) to Product and Marketing teams. Protect Gross Revenue Retention
  • Develop automated interventions for at-risk customers.
  • Partner with CSMs to prioritize outreach and remediation efforts based on customer signals and business impact.
  • Measure and improve key indicators tied to renewal outcomes. Digital Customer Programs
  • Own the digital customer journey from onboarding through renewal.
  • Create scalable programs that increase engagement without increasing headcount.
  • Leverage AI and automation to personalize customer experiences at scale. Reasoning & Insights
  • Monitor adoption, engagement, and retention metrics.

What they want

  • 5-10 years in Customer Success, Customer Success Operations, Digital CS, Lifecycle Marketing, or Product Adoption roles.
  • Demonstrated success improving adoption and retention in a SaaS environment.
  • Previous experience building and launching a digital CS program
  • Strong reasoning skills with experience building health scores, segmentation, and customer journey programs.
  • Experience with customer success platforms, CRM systems, and marketing automation tools.
  • Comfortable operating as both strategist and builder.
  • Experience leveraging AI and automation to scale customer engagement.
  • For positions in this location, we offer a base pay of $116,400 - $192,100, plus equity (when applicable), variable/incentive compensation and benefits.
  • Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure.
  • Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.
  • We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.
  • Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

About ServiceNow · Customer Outcomes

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.