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Salary: USD 92,812.5 - 136,125 / annual
6sense is hiring a Senior Digital Program Manager to build and run the digital engagement engine for the Customer Success organization. This is a strategic, expert-level role combining Gainsight platform leadership, program ownership, and CS strategy execution.
You will own the end-to-end digital program strategy and roadmap across the customer lifecycle—onboarding, adoption, value realization, renewal, and expansion. You are accountable for designing and launching segment-level programs and journeys aligned to customer segmentation and health scoring; building business cases with clear audience, objectives, success metrics, and resource requirements; and acting as project lead for cross-functional digital initiatives coordinating Marketing, Product, Support, Sales, and Enablement.
Key responsibilities include:
**Digital Program Strategy & Ownership:** Own the strategy, roadmap, and calendar for CS digital programs. Design and launch strategic, segment-level programs and journeys. Build business cases for each program and prioritize the roadmap with CS Leadership. Act as project and program lead for cross-functional initiatives. Pilot and evaluate new engagement channels (in-app, email, community, webinars) and scale what works.
**Digital Journey & Campaign Build:** Design and build automated journeys in Gainsight with conditional logic, multi-step triggers, and data-driven audiences. Create, manage, and optimize email programs and in-app campaigns targeting customers at key lifecycle moments. Build and maintain audience segments, rules, and triggers; connect digital programs to CTAs and human-led plays. A/B test content, timing, and cadence; report results and iterate.
**Engagement Coverage & Gap Analysis:** Track which customers, segments, and lifecycle stages are receiving touches and which are not. Identify and quantify gaps—unengaged accounts, stalled onboarding, low adoption, at-risk renewals—and turn them into prioritized programs and recommendations. Maintain a clear view of program progress and present findings to CS Leadership on a regular cadence.
**Gainsight Platform Leadership:** Serve as the primary Gainsight Lead for Customer Success, owning building, data integrity, and platform health for the digital customer lifecycle. Ensure Snowflake, Salesforce, and other connectors' data ingestion into Gainsight is usable for customer lifecycle programs. Maintain data governance and documentation.
You are expected to move fast and ship—journeys launch in weeks, not months. You lead, not just execute: you identify gaps, propose programs, build them, launch them, and prove their impact. You flag blockers immediately with recommendations attached. You own your backlog, prioritize it, and drive to resolution. You know the difference between needing input and needing permission, making judgment calls within scope while escalating questions that need business context.
This role requires someone who has done this before and does not need a runway. You partner closely with CS Leadership, CS Operations, Marketing, Product, and Support. You are not a ticket-taker.
**Requirements:**
- Proven experience as a Gainsight builder and digital program manager in a Customer Success environment
- Demonstrated ability to design and build automated journeys with conditional logic, triggers, and data-driven audiences
- Experience with email marketing, in-app campaigns, and A/B testing
- Strong project management and cross-functional coordination skills
- Ability to identify engagement gaps, build business cases, and drive program prioritization
- Data analysis and reporting capability; comfort with metrics and measurement
- Experience with Salesforce, Snowflake, or similar data connectors
- Self-directed, ownership-oriented mindset; ability to work independently and propose solutions
- Fast execution and iteration mindset; comfort shipping in weeks, not months
