ServiceNow
More roles at ServiceNowDigital Customer Success Program Manager
Remote role where the employee must remain based in a particular country.
United States only
Employer listed it 3 days ago · Added 3 days ago
First listed 3 days ago and still open.
Salary
$104,700 to $172,800
Location
United States only
Timezone
US East
Contract
Full-time
Experience
Mid
Category
Customer Support
Stated by the employer in the job description
Remote flexibility
Work from home
This is a remote role, but the employee must be based in United States. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "San Diego, California, United States, San Diego, California, us, Remote"
What Nomaders makes of it
- Residency required in United States
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
The Digital Customer Success Program point person is responsible for designing and operating a scaled, digital-first customer engagement program within CS Operations that drives product adoption, customer health, and Gross Revenue Retention (GRR) for the Mid-Market segment.  
This role owns the digital customer journey motions from onboarding through renewal—creating scalable plays and campaigns that deliver value at scale while intelligently routing accounts to human touch (CSM engagement) when signals indicate risk or expansion opportunity. You will partner closely with Mid-Market CSM Principals to shape program strategy, define segmentation and engagement rules, and ensure the digital program amplifies (not replaces) human-led relationships. 
You are both strategist and operator: defining the program architecture, building the plays, running the daily operations, and translating customer signals into action. 
Key Responsibilities 
Drive Adoption 
Design and execute lifecycle programs that accelerate onboarding, feature adoption, and time-to-value. 
Create targeted engagement campaigns based on maturity and product usage. 
Identify and recommend adoption improvements (in-product guidance, education, webinars, self-service resources) to Product and Marketing teams. 
Protect Gross Revenue Retention 
Develop automated interventions for at-risk customers. 
Partner with CSMs to prioritize outreach and remediation efforts based on customer signals and business impact. 
Measure and improve key indicators tied to renewal outcomes. 
Digital Customer Programs 
Own the digital customer journey from onboarding through renewal. 
Create scalable programs that increase engagement without increasing headcount. 
Leverage AI and automation to personalize customer experiences at scale. 
Reasoning  & Insights 
Monitor adoption, engagement, and retention metrics. 
Build dashboards and reporting for Executives and Customer Success teams. 
Translate customer behavior data into actionable recommendations. 
Cross-Functional Leadership 
Partner with Product to improve adoption of strategic capabilities. 
Requirements
- ·5-10 years in Customer Success, Customer Success Operations, Digital CS, Lifecycle Marketing, or Product Adoption roles. 
- ·Demonstrated success improving adoption and retention in a SaaS environment. 
- ·Previous experience building and launching a digital CS program  
- ·Strong reasoning skills with experience building health scores, segmentation, and customer journey programs. 
- ·Experience with customer success platforms, CRM systems, and marketing automation tools. 
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at ServiceNow, mentioning your remote working experience and working hours (US East).
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 3d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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Free to apply, no account needed.
$104,700 to $172,800 · You'll be taken to the employer's careers page.