Senior Digital Program Manager

Join 6sense as a Senior Digital Program Manager, where you will build and run the digital engagement engine for our Customer Success organization. This hybrid role requires an expert-level Gainsight builder, program lead, and strategist. You will own the platform, the quality of what gets built on it, and report on its performance. Your primary focus will be to build and operate digital programs that carry out CS strategy, report on engagement, and recommend future initiatives. You will collaborate closely with CS Leadership, CS Operations, Marketing, Product, and Support.

Posséder une expertise approfondie en tant que constructeur Gainsight, responsable de la plateforme et de la qualité des programmes.

This role is for someone who has done this before and does not need a runway. We need a builder and program owner, not a resource waiting to be directed

You own your backlog. You prioritize your own backlog and drive to resolution. We review outputs; we do not track status

You move fast and ship. Journeys launch in weeks, not months. We do not wait for perfect requirements; we iterate

You know the difference between "I need input" and "I need permission." Judgment calls within scope get made. Questions that need business context get escalated quickly

USD 92,812 - 136,125

Responsibilities

• Développer et gérer des programmes numériques qui mettent en œuvre la stratégie de succès client, en rapportant sur leur efficacité.
• Collaborer étroitement avec les équipes de direction et d'exploitation pour identifier les lacunes et proposer des programmes adaptés.
• You flag blockers immediately. Unclear or missing requirements are raised the same day, with a recommendation attached
• Proficiency with Salesforce integrations and how Gainsight syncs with SFDC, Snowflake, and other data providers
• Proven experience designing, building, and managing Journey Orchestrator programs and email campaigns from strategy through measurement

Requirements

• You lead, not just execute. You do not wait for requests. You use data to find where customers are not being engaged, then bring a proposed program, a business case, and a plan
• 4–6+ years in Customer Success Operations, Digital/Scaled Customer Success, or lifecycle programs, including 3–5 years of hands-on Gainsight Building (or admin level type access)
• Experience with Snowflake-to-Gainsight data ingestion, including connector setup, MDA mapping, and pipeline troubleshooting
• Track record of fast execution: you have built dashboards in a day and launched journeys in a week
• Strong written and verbal communication, with executive presence and the ability to document for technical and non-technical audiences
• Strong understanding of the Gainsight data model – MDA, relationships, connectors, and Rules Engine
• Experience using data to identify engagement gaps and turn them into prioritized programs
• Demonstrated program or project leadership: you have owned cross-functional initiatives and delivered measurable outcomes
• Ability to work independently, manage competing priorities, and deliver without oversight
• Working knowledge of customer lifecycle management, segmentation, and health scoring in a B2B SaaS environment
• Experience in a commercial or mid-market CS motion supporting a large, digitally served customer base
• Experience with lifecycle marketing, in-app messaging, or digital customer success programs at scale
• Experience with Tableau or similar BI tools; familiarity with SQL
• Experience using Claude, Microsoft Copilot, and Workato to accelerate content creation, automate workflows, and scale digital CS programs
• Hands-on experience with Pendo, including building in-app guides and messaging, defining behavioral segments, analyzing product usage and adoption, and using insights to trigger targeted digital CS journeys
• Experience with health scoring model design and maintenance
• Gainsight Admin certification