Note: The job is a remote job and is open to candidates in USA. ServiceNow is the AI control tower for business reinvention, bringing together AI, data, and workflows to help businesses work smarter, faster, and better. The Digital Customer Success Program Manager will design and operate a scaled, digital-first customer engagement program for the Mid-Market segment, driving adoption, customer health, and gross revenue retention. The role owns digital customer journey programs, develops scalable plays and campaigns, analyzes customer signals, and partners cross-functionally to improve customer outcomes.
Responsibilities
- 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
- 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
- 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
- Monitor adoption, engagement, and retention metrics
- Build dashboards and reporting for Executives and Customer Success teams
- Translate customer behavior data into actionable recommendations
- Partner with Product to improve adoption of strategic capabilities
- Work with Marketing on customer education and lifecycle communications
- Collaborate with CS Operations on tooling, data quality, and reporting
Skills
- 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
Benefits
- Equity (when applicable)
- Variable/incentive compensation
- Health plans, including flexible spending accounts
- 401(k) Plan with company match
- ESPP
- Matching donations
- Flexible time away plan
- Family leave programs
- Flexible or remote work persona
Company Overview
Company H1B Sponsorship