About Teramind
Teramind is the leading platform for user behavior analytics, serving multiple use cases from insider risk mitigation to business process optimization. With our comprehensive suite of solutions, organizations gain unprecedented visibility into user activities while enhancing security, optimizing productivity, and ensuring compliance. Trusted by Fortune 500 companies and businesses of all sizes across industries, our innovative platform helps organizations protect sensitive data, maximize workforce performance, and create safer, more efficient digital workplaces. Through real-time monitoring and advanced analytics, we enable businesses to safeguard their most sensitive information while optimizing employee productivity in both in-office and remote work environments.
Our Core Values
At Teramind, our values drive everything we do. We embrace innovation as a fundamental principle, constantly pushing boundaries to improve our products, streamline processes, and enhance customer experiences. We foster resourcefulness by empowering our team members with the autonomy and confidence to solve problems independently while providing collaborative support when needed. As a globally inclusive organization, we celebrate diversity and create an adaptable work culture where respect and collaboration thrive across our international teams. Above all, we are committed to excellence, delivering the highest quality in every aspect of our work and consistently exceeding expectations in service to our clients and each other.
Overview
We are seeking an experienced and data-driven Digital Program Manager, Customer Success to design, implement, and manage our 1:Many Customer Success strategy. This critical role is responsible for driving adoption, retention, and growth across our largest segment of digital and self-service customers.
If you are passionate about leveraging technology, data, and behavioral science to deliver personalized value at massive scale, you will thrive in this position. You will transform a high-churn, reactive customer base into a thriving community that drives significant Net Revenue Retention (NRR) and Gross Dollar Retention (GDR).
Key Responsibilities
1. Strategy and Program Design
• Develop the 1:Many Strategy: Architect a comprehensive, segmented digital customer journey that maps out key milestones, high-value content, and proactive touchpoints from onboarding through renewal.
• Segmentation and Personalization: Define and maintain customer segments based on product usage, health scores, lifecycle stage, and potential for growth. Tailor digital programs (emails, in-app messages, webinars, content) to deliver relevant value to each segment.
• Tech Stack Optimization: Act as the primary owner and power user for the digital success tool stack (e.g., Churnzero, Intercom, HubSpot, etc.). Ensure all tools are integrated and optimized to deliver automated and personalized communication.
2. Execution and Management
• Campaign Management: Build, deploy, and manage multi-channel digital campaigns (email automation, in-app guides, resource hubs, video tutorials, personalized digital outreach) designed to achieve specific outcomes:
• Adoption: Drive feature usage and activation of key value drivers.
• Retention: Mitigate risk by addressing common blockers and low-usage signals.
• Expansion: Nurture high-potential customers with self-service upgrade paths and upsell content.
• Content and Resource Development: Partner with Customer Success, Marketing, and Product teams to create and curate scalable resources (FAQs, video libraries, help documentation) needed for the digital journey.
• Success-at-Scale Events: Plan and execute scalable events, such as Success-at-Scale Webinars, office hours, and digital user groups, focused on driving best practices and community engagement.
3. Reporting, Optimization, and Best Practices
• Data-Driven Optimization: Establish key performance indicators (KPIs) for the digital segment (e.g., campaign open rates, click-through rates, feature adoption, Digital-Driven Renewal Rate, and overall segment churn).
• A/B Testing: Design and execute continuous A/B tests on digital touchpoints and journeys to maximize engagement and impact on retention.
• Health Scoring: Refine and utilize the Customer Health Score to identify customers who are digitally engaged versus those who require manual intervention.
• Operational Handoffs: Define clear, automated criteria and workflows for when a digital customer must be escalated to a dedicated CSM or Sales/Support team member ("human escalation point").
Must-Haves
• 3+ years of experience in Customer Success Operations, Digital Customer Success, Marketing Automation, or a related field, specifically focused on 1:Many or self-service customer segments.
• Proven expertise in designing and managing complex automated multi-channel journeys.
• Strong analytical skills with the ability to translate complex data into actionable strategies and segment definitions.
• Deep proficiency with Customer Success platforms (e.g., Churnzero) or high-level proficiency in Marketing Automation/CRM platforms (e.g., HubSpot)).
Preferred Qualifications
• Experience with digital adoption platforms for in-app guidance and analytics.
• Familiarity with the principles of Behavioral Science or Nudge Theory as they apply to product adoption and retention.
• Prior experience in a high-volume, low-Annual Contract Value (ACV) environment.
• Ability to work cross-functionally with Product, Marketing, and Customer Success teams to ensure a cohesive customer experience.
