Manager, Digital Programs Customer Success

We are looking for a Manager, Digital Programs Customer Success to lead the design, delivery, and continuous improvement of scalable digital programs that help customers adopt, expand, and realize value across our portfolio of products.

This role blends team leadership with hands-on program execution. You will guide a small team or workstream, coach others in digital-first practices, and act as a multiplier for scale strategies. You will foster a culture of experimentation, data-driven decision-making, and customer-centricity, enabling your team to deliver impactful outcomes through multichannel engagement.

Success requires navigating a complex, matrixed environment, working closely with multiple teams, including: Product, Marketing, Commercial Excellence, Operations & Technology, Data & Analytics, and Customer Success to orchestrate customer experiences that drive outcomes.

• Lead, mentor, and develop a team of digital customer success specialists or program owners.
• Establish clear priorities, success metrics, and workflows to drive consistency and accountability.
• Create a culture of experimentation, data-driven decision-making, and continuous improvement.
• Represent the digital success team in cross-functional forums; advocate for digital-first approaches across the organization.

• Own scalable programs across the customer lifecycle: onboarding, adoption, expansion, renewal.
• Design 1-to-many engagement models tailored to serve customer segments effectively.
• Oversee multi-channel campaigns-including email, in-app messaging, community, webinars, and self-service resources.
• Collaborate cross-functionally with Product, Marketing, Sales, Commercial Excellence, Enablement and across Customer Success to align success programmes with customer lifecycle stages.
• Partner with Product teams to embed guided experiences, usage-based nudges, and seamless upgrade paths into our solutions.
• Drive experimentation and optimization through A/B testing, feedback loops, and analytics.

• Partner with stakeholders across the organization to ensure consistent customer experiences across a diverse product portfolio.
• Translate customer feedback into actionable insights for Product and Engineering roadmaps.
• Collaborate with cross-functional teams (Product Marketing, Enablement, Support, Sales) to align customer-facing programs with strategic initiatives and launches.
• Serve as a connector across silos, ensuring digital programs complement human-led engagements.

• Monitor adoption, health, and engagement metrics across programs and products; proactively identify risks and opportunities.
• Apply AI and automation to personalize engagement, predict customer needs, and improve efficiency.
• Share performance results with leadership; recommend and implement improvements based on data.

• 6+ years in Digital and Scaled Programs, Program Management or Customer Success with at least 2+ years in a leadership or team lead role.
• Experience in B2B SaaS or content/platform companies with complex product portfolios.
• Proven success building scalable, digital-first programs across multiple channels.
• Strong track record in matrixed organizations; able to influence without direct authority.
• Experience with customer success platforms (e.g. Gainsight, Totango, ChurnZero, Salesforce), marketing automation (e.g. HubSpot, Marketo, Eloqua), and in-app engagement tools (e.g. Pendo, WalkMe, Appcues).
• Strong analytical and program management skills; able to prioritize and deliver results across competing initiatives, leveraging data-driven decision-making.
• Excellent communication, leadership, and collaboration skills.
• Aptitude for adopting AI-driven engagement and automation tools.

• Experience leading teams through digital transformation or scaled engagement model rollouts.
• Background in supporting multiple industries with a portfolio of products.
• Familiarity with usage-based models, freemium-to-paid conversions, or trial-to-paid journeys.
• Background in legal, risk, tax, or trade content industries is a plus.
• Bachelor's degree in Business, Technology, or Communications is a plus.

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.