This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Digital Customer Success Program Manager based in Canada.

This role focuses on designing and scaling digital customer success experiences for a growing technology environment.
You will own programs that help customers onboard faster, adopt products more effectively, and achieve long-term value through scalable solutions.
The position combines customer strategy, automation, education, analytics, and AI-driven innovation to improve the entire customer lifecycle.
You will collaborate closely with cross-functional teams to create seamless digital journeys and self-service experiences.
This is a hands-on builder role for someone who enjoys creating systems, improving processes, and driving measurable customer outcomes.
The ideal candidate will have the opportunity to shape a best-in-class customer success function with significant impact on growth and retention.

The Digital Customer Success Program Manager will be responsible for building and optimizing scalable customer success programs that improve onboarding, adoption, engagement, and retention. This role requires a strategic yet hands-on approach to creating digital experiences that help customers succeed without relying solely on one-to-one support.

• Own the customer lifecycle from post-sale through onboarding, activation, adoption, and ongoing engagement.
• Develop and execute a digital customer success strategy focused on scalability and customer value.
• Create and manage customer education initiatives, including training videos, knowledge bases, product guides, and self-service resources.
• Design and optimize in-app guidance and product education experiences using platforms such as Pendo, Appcues, or similar tools.
• Plan and deliver customer communications related to product launches, beta programs, feature releases, and adoption campaigns.
• Analyze customer behavior, activation metrics, product usage, NPS, segmentation, and retention indicators to identify improvement opportunities.
• Build automated customer journeys that increase efficiency and enable customers to achieve success independently.
• Apply AI solutions and emerging technologies to improve customer experiences and operational effectiveness.
• Partner with Customer Success, Product, Engineering, Sales, and Marketing teams to continuously enhance the customer journey.
• Translate customer insights and data into actionable recommendations that drive business impact.

Requirements:

The ideal candidate has experience building digital customer success programs within SaaS environments and understands how to create scalable customer experiences for large customer bases. They should combine strong analytical abilities with excellent project execution skills and a passion for automation and customer-focused innovation.

• Proven experience developing and scaling digital customer success programs for SMB SaaS customers.
• Experience with digital onboarding, customer education, product adoption, and one-to-many customer success strategies.
• Hands-on experience with customer education platforms, in-app engagement tools, and lifecycle automation solutions.
• Familiarity with platforms such as Pendo, Appcues, or similar customer experience technologies.
• Strong analytical skills with the ability to measure performance, identify trends, and optimize customer programs.
• Excellent project management and execution abilities, with a track record of delivering measurable results.
• Demonstrated interest in artificial intelligence and applying AI solutions to improve customer outcomes.
• Ability to work independently, take ownership, and proactively solve complex problems.
• Strong collaboration skills and experience working across multiple teams.
• Based in Vancouver, BC.

Benefits:

• Competitive annual salary range of 80,000 CAD to 110,000 CAD, depending on experience.
• Remote work flexibility and work-from-home options.
• Health and dental benefits.
• Casual dress code.
• Opportunity to work with friendly and collaborative colleagues.
• Autonomy to build and shape a new customer success function.
• Opportunity to contribute to the growth of an innovative technology company.
• Environment focused on learning, ownership, and professional development.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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