Digital Program Manager
Description
Conexiom empowers manufacturers and distributors to ship more ideal orders that are accurate, on time, in full, and profitable. Our self-learning AI and automation platform transforms unstructured sales orders into digital, touchless transactions. Leaders like Honeywell, Graybar, and Exxon rely on Conexiom to fuel profitable growth and stronger customer relationships.
Conexiom is backed by leading growth capital partners Luminate Capital Partners, Warburg Pincus, and ICONIQ Capital.
Job Overview
As a Digital Program Manager, you will design and execute digital-first engagement programs that scale Customer Success beyond 1:1 coverage.
This is a high-impact individual contributor role where you will create automated post-sale journeys, lifecycle programs, and digital touchpoints that drive adoption, retention, and expansion at scale.
Unlike a traditional CSM role, you will not manage a book of business instead, you’ll partner closely with Customer Success, Marketing, and RevOps to build scalable programs that complement 1:1 CSM coverage, ensuring consistent engagement across customer segments.
Reporting: Sr. Director of Customer Success, with dotted-line alignment to Marketing for brand and messaging consistency.
Key Responsibilities
- Design and optimize post-sale digital programs across the lifecycle (onboarding, adoption, renewal, expansion).
- Build scalable digital programs (email, in-app, webinars) focused on adoption and retention outcomes.
- Develop strategies tailored to Conexiom’s tiered account model, optimizing digital success programs for strategic, managed, and commercial accounts.
- Leverage data from Gainsight, Salesforce, and product analytics to identify engagement gaps, health risks, and opportunities to drive expansion and reduce churn.
- Create automated workflows and triggers based on product usage and lifecycle stage to proactively engage customers at scale.
- Partner with Customer Success, Marketing, and Enablement to create seamless, data-driven journeys that enhance customer value realization.
- Collaborate with key stakeholders in marketing and customer enablement to create and deliver 1:many resources such as onboarding guides, knowledge base articles, help-center content, customer webinars, and product walkthroughs.
- Deliver adoption and retention insights back to CS leadership, Product, and Marketing.
- Leverage AI and automation to scale engagement and differentiate Conexiom’s CS model.
- Ensure programs align with CS objectives, while Marketing owns product launches and brand messaging.
- Define, track and influence KPIs related to adoption, engagement, and customer health across digital channels.
- Use A/B testing, campaign analytics, and behaviour data to measure success and continuously improve program performance.
- Provide CS leadership with program insights to inform retention and expansion strategy.
Key Qualifications:
- 5+ years of experience in Customer Success, Digital Success, Customer Marketing, or Lifecycle Marketing roles in a SaaS environment.
- Proven success designing and executing digital customer success programs that drive adoption, renewals, and expansion.
- Hands-on experience with customer engagement platforms such as Gainsight, Salesforce, marketing automation platforms, in-app messaging, or customer journey orchestration tools.
- Strong data-driven mindset — comfortable leveraging analytics, segmentation, and customer health scoring to inform strategy.
- Excellent communicator with a track record of creating compelling, customer-facing content.
- Highly collaborative and thrives in a fast-paced, cross-functional environment.
- A self-starter with the ability to manage multiple priorities and projects with minimal oversight.
Preferred Qualifications:
- Industry Knowledge: Familiarity with manufacturing, distribution, supply chain, or ERP systems is a plus.
- Customer Success Platforms: Hands-on experience with Gainsight, ChurnZero, or similar Customer Success tools.
- Certifications: Customer Success certifications (e.g., Gainsight, SuccessCOACHING, or Growth Molecules) or relevant industry certifications.