Digital Success Program Manager

Digital Success Program Manager
Remote | Client Services | Full-Time

WHO WE ARE

Headquartered in Nashville, Tenn., Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As a seven-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of "Best Places to Work" awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand.

At Ncontracts, you'll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We're seeking creative, collaborative, and self-driven professionals across all areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and beyond. Join us in our mission to make the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives.

Position Overview 

We are seeking a strategic Digital Success Program Manager to design and optimize holistic digital customer journeys that drive adoption, retention, and expansion at scale. This individual contributor role will focus on creating thoughtful end-to-end customer experiences by strategically orchestrating digital touchpoints, communication channels, and learning pathways across our 4,000+ financial institution customer base. The ideal candidate will bring deep SaaS digital customer success expertise and data-driven insights to transform how we engage customers throughout their lifecycle. 

Key Responsibilities 

Digital Journey Strategy & Design 

• Design and optimize end-to-end digital customer journeys from onboarding through expansion, with particular focus on scale customer segments 
• Develop strategic frameworks for personalized communication at scale while maintaining authentic customer relationships 
• Define optimal communication channels, frequency, and messaging for different customer segments and lifecycle stages 
• Partner with enablement team to integrate LMS and knowledge base as strategic tools within customer journeys 

Customer Experience Orchestration 

• Collaborate cross-functionally with Customer Enablement, Support, Customer Success Managers, Product, Marketing, and Sales Enablement to create seamless customer experiences 
• Identify where human touchpoints add maximum value within increasingly digital customer journeys 
• Design and implement scalable digital engagement strategies that drive meaningful behavior change 
• Ensure consistent and effective communication strategies across all customer touchpoints 

Performance Analytics & Optimization 

• Own KPIs for digital customer success initiatives including adoption rates, engagement metrics, and customer health indicators 
• Develop comprehensive measurement frameworks that go beyond traditional metrics (open rates) to track actual behavior change and business outcomes 
• Analyze customer health using multiple data points beyond usage data to predict and prevent churn 
• Continuously optimize digital touchpoints based on performance data and customer feedback 

Platform Management & Integration 

• Leverage customer success platforms (ChurnZero, Pendo, Forethought) to create automated and personalized customer experiences 
• Work with Salesforce and HubSpot data to inform customer segmentation and journey design 
• Ensure seamless integration between various digital tools and customer-facing platforms 
• Partner with technical teams to implement and optimize digital customer success tools 

Strategic Partnership & Communication 

• Serve as the strategic voice for digital customer experience initiatives across the organization 
• Present insights and recommendations to leadership on digital engagement effectiveness 
• Collaborate with Product team to influence roadmap based on customer journey insights 
• Partner with Marketing to align customer communication strategies with broader brand messaging 

What you bring:  

• 3+ years of digital customer success experience in SaaS organizations, with proven track record of designing scalable customer journeys 
• 1+ years of experience with customer success platforms (ChurnZero, Pendo, or similar) 
• Demonstrated experience managing digital customer programs for scale customer segments (1000+ customers) 
• Strong background in customer lifecycle management and journey optimization 
• Exceptional strategic thinking with ability to design holistic customer experiences 
• Deep understanding of SaaS customer success metrics and best practices 
• Experience with learning management systems (LMS) as part of customer journey design 
• Proficiency with customer success platforms: ChurnZero, Pendo, Forethought 
• Strong data analysis capabilities with experience in customer behavior analytics 
• Understanding of digital communication channels and automation tools 
• Familiarity with knowledge base platforms and self-service customer resources