Program Manager, Digital Customer Success

About the role

The Program Manager, Digital Customer Success owns the design, execution, and continuous improvement of Auctane’s customer success lifecycle and digital programs. This role connects people, process, and platforms to scale customer engagement and retention efficiently, turning lifecycle data into action through automation, playbooks, and enablement.

This role involves operationalizing lifecycle orchestration, defining triggers, workflows, systems, and metrics that guide when and how customers are engaged. This person reports directly to the Sr. Director of Digital Success at Auctane.

This hybrid role can be based in Austin, Texas and follows an in-office schedule (Tuesday through Thursday) with Monday and Friday being flex days OR remote.

What will you be doing?

• Define, lead, and track strategic and operational digital programs to successful completion
• Deliver CS GTM initiatives that improve the effectiveness and efficiency of sales and customer success adoption capabilities, which include:
• Customer journey development
• Process and playbook development for customer success in collaboration with GTM partners, such as sales and partnerships
• Processes and playbooks for Customer Success Associates, CSMs, and Professional Services
• Continued partnership with enablement to codify CS playbooks
• Increase efficiency of current customer interventions through call tracking, intervention optimization and workflow automation
• Represent CS in cross-function programs / workstreams focused on customer experience initiatives
• Collect and translate customer feedback through various CS touchpoints into program insights that drive new lifecycle initiatives or interventions
• Support CS leadership in developing and and executing against lifecycle KPIs and reporting against them
• Partner closely with Customer Marketing to sequence and personalize customer campaigns within lifecycle context.
• Ensure systems (Salesforce, Looker, Pendo, etc.) are configured to deliver triggered actions and reporting tied to lifecycle stage.
• Develop a governance model for interacting with scaled customer success programs
• Build and maintain the Digital Playbook Library, codifying interventions for activation, adoption, and risk mitigation.

What are we looking for?

• 5+ years of progressive experience in Customer Success Operations, Lifecycle Management, or Digital Programs in a SaaS environment.
• Bachelor’s degree preferred.
• Excellent verbal and written communication skills.
• Ability to demonstrate critical thinking.
• Demonstrated success leading cross-functional initiatives that improve adoption, retention, and scalability.
• Strong experience with CRM and analytics platforms (Salesforce, Looker, Gainsight, HubSpot, Pendo, etc.).
• Proven ability to translate data into business insights and to operationalize workflows across teams.
• Excellent program management and stakeholder communication skills — able to drive clarity in complex, cross-functional environments.
• Experience with customer health scoring, automation rules, or signal-based engagement is a strong plus.
• Comfortable working in a fast-paced, matrixed environment where structure and clarity must be built from ambiguity.
• You share our values and are passionate about enabling customers to realize value at scale.

What will make you stand out?

• Top performance in prior role(s).
• eCommerce or shipping experience.

The Tech

• Working knowledge of G-suite applications
• Slack
• Zoom

What do we offer?

• 🏠 We are a hybrid company. All team members at Auctane in Austin come into the office Tuesdays, Wednesdays and Thursdays.
• 🛬Take the reins of your time off with our Flex Time Off policy – because work-life balance should always be in your hands!
• 🌅 We offer 12 paid holidays for all of our US employees!
• 💰401k employer matching program – because your future deserves a friendly boost!
• ⭐️We conduct annual merit reviews to recognize and reward your hard work and achievements.
• 🏟️ Company events, we work hard, play hard! We do our best every day, even at our regular team-building events.
• 🏢 Attractive office space in the heart of central Austin, Texas (free drinks, snacks…).
• 🍽Indulge in weekly catered lunches at our office – a delicious perk to fuel your work.
• 🏐 Health and Wellness: The well-being of our team is super important to us. Choose from different options that include medical, dental, and vision plans.
• 🏋🏾‍♀️Fitness center in the office with Tonal Mirrors, Pelotons, free weights, etc.
• 🧠Employee Assistance Program. We offer up to 8 free mental health sessions.
• 💪🏽We offer gym discounts to help you stay fit and healthy!
• 📚We offer education reimbursement to all employees, ensuring that you can pursue your educational goals while excelling in your career with us. Invest in your future and let us support your growth every step of the way.
• 🔗 Employee Referral Program! We reward employees helping us find top talent!
• 💜 An inclusive, casual and upbeat work environment. The personality and opinions of each of our team members are important and valid; we aim to offer all employees a safe environment where they can be themselves and thrive.

Additional Position Duties: (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)

• Sit for prolonged periods of time
• Utilize wrist and hands for a prolonged period of time
• Walk short distances
• Stand for short periods
• Speaking and conversing with others
• Lift up to 25lbs without assistance up to chest height

Equal Opportunity Employer/Veterans/Disabled

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