Digital CS Program Manager (P3)

Your Impact:

We’re looking for a Digital Customer Success Program Manager to join our Customer Success team to expand our reach and impact through digital programs. You will build proactive experiences that scale our ability to drive customer value and adoption through all phases of the customer journey. You’ll develop customer centric communication strategies and have an appetite for experimenting with different tools and approaches.

By driving customer value, your role will improve customer retention, adoption and success. You are an independent contributor that brings strong organization, problem-solving and communication skills along with curiosity and enjoyment of experimentation. The ideal candidate has previous experience building digital/scalable Customer Success programs and automation.

Your Role:

• Develop and execute on critical aspects of a customer’s digital lifecycle journey with 1-to-many strategies like webinars, office hours, trigger-based email nurtures, online customer learning
• Own the programs content calendar that effectively meets our customers’ needs; conduct customer research (internally and externally) to develop customer empathy, and customer-centric understanding of adoption challenges
• Identify cohorts of customers to target with proactive programs ensuring the right message delivered to the right customer at the right time
• Maintain a program measurement framework to review program’s effectiveness and optimize; ensure we are driving towards our customer adoption goals and Upwork business goals
• Actively partner and align cross-functionally to ensure your programs are complementary with live interactions by customer-facing teams (Customer Success and Account Management) and digital touchpoints from other Upwork teams like Marketing, Product, etc
• Inventory and curate available content, identify gaps and collaborate with subject matter experts to develop critical content as needed
  
  
  

Experience and Skills:

• 2+ years of experience in Digital Customer Engagement or Customer Marketing roles with hands on experience of running webinars, building trigger-based email nurtures, etc
• 4+ years of direct customer-facing experience in B2B GTM
• Experience with SFDC and understanding of the ‘scaled programs’ tech-stack
• Experience with customer comms platforms like Outreach and/or Gainsight/Vitally
• Excellent communication skills - writing and verbal, comfort presenting to larger audiences. Communication must be clear, concise, easy-to-follow and engaging. You can make a complex problem seem approachable and digestible
• Experience in contracting with content creators to develop longer form assets that may be beyond your own expertise
• Excellent cross-functional collaboration skills - you easily flex from leading to following, and can effectively navigate challenging situations
• Strong project and time management skills - can stay organized, manage multiple projects simultaneously, and shepard large cross-functional groups in executing on a goal
• Data driven approach to problem solving and strong analytical skills
• Strong sense of ownership, bias for action, and resilience - you are scrappy, will roll up your sleeves and can make things happen. If you don’t know something, you will figure it out
  
  
  

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