Digital Program Manager, Customer Success Join to apply for the Digital Program Manager, Customer Success role at Vectra AI Vectra is the leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises.

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The Vectra AI Platform delivers integrated signals across public cloud, SaaS, identity, and data center networks. Powered by patented Attack Signal Intelligence, it enables security teams to prioritize, investigate, and respond to advanced cyber-attacks rapidly. With 35 patents in AI-driven threat detection and numerous references in MITRE D3FEND, organizations worldwide rely on Vectra AI to counter hybrid attackers at scale. For more information, visit www.vectra.ai. About the Role: As a Digital Program Manager, Customer Success, you will lead scalable customer success initiatives through digital strategies. Your responsibilities include designing, implementing, and optimizing digital programs to improve the customer journey, increase product adoption, enhance satisfaction and retention, and identify upsell opportunities. This cross-functional role partners with CS leadership, Marketing, Product, and Operations to ensure exceptional digital customer experiences. Key Responsibilities:Program Development and Management Design and launch digital programs that support customer success across all lifecycle stages (onboarding, adoption, expansion, renewal, advocacy). Manage digital touchpoints for tech-touch and low-touch segments, ensuring engagement through automation and personalization. Collaborate with CS leaders to align digital initiatives with team goals and KPIs such as customer ramp-up, renewals, and growth. Customer Journey Optimization Map and refine the digital customer journey using feedback, behavioral data, and analytics. Utilize journey orchestration tools and communication platforms like Hubspot, Pendo, Docebo. Content & Campaign Strategy Partner with Marketing and Enablement to develop targeted email campaigns, learning content, webinars, and in-product guidance. Ensure content relevance and timeliness aligned with customer needs and success milestones. Data & Insights Monitor and report on metrics such as customer health, product usage, engagement, satisfaction (NPS/CSAT), and ROI. Conduct A/B testing and segmentation analysis to enhance digital engagement. Cross-Functional Collaboration Work with Product and Engineering to identify product improvements and advocate for customer needs. Coordinate with Sales and Account Management to align success programs with business objectives. Qualifications:Required: 5+ years in Customer Success, Program Management, Digital Marketing, or related fields. Experience with engagement tools like HubSpot, Pendo, or similar. Proven ability to develop and manage complex digital programs with measurable outcomes. Strong skills in data collection, cleaning, and structuring from various sources (CRM, product platforms, customer success tools). Excellent communication and stakeholder management skills. Preferred: Experience in SaaS or B2B tech environments. Knowledge of customer journey mapping, lifecycle marketing, and behavioral analytics. Project management certification (PMP, Scrum, etc.) is advantageous.

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