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Salary: USD 104,700 - 172,800 / annual
ServiceNow is seeking a Digital Customer Success Program Manager to design and operate a scaled, digital-first customer engagement program within CS Operations. This role drives product adoption, customer health, and Gross Revenue Retention (GRR) for the Mid-Market segment.
You will own the digital customer journey 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 human-led relationships.
Key responsibilities include:
**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. Work with Marketing on customer education and lifecycle communications. Collaborate with CS Operations on tooling, data quality, and reporting.
Success is measured by Gross Revenue Retention (GRR), renewal rate, product adoption and feature utilization, customer health score improvements, shortened time-to-value, expansion-ready account creation, digital engagement rates, reduction in at-risk accounts, and CSM capacity leverage.
**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
- Comfortable operating as both strategist and builder
- Experience leveraging AI and automation to scale customer engagement
