[Remote] Senior Digital reputed company Program Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is on a mission to reputed company the internet a safer reputed company by disrupting the criminal underground. The Senior Digital reputed company Program Manager owns the reputed company and execution of reputed company's digital-first reputed company reputed company for the digital customer reputed company, focusing on program building and account management.

Responsibilities

• Work with the Director of CS, CS Ops, and Post Sale enablement to design, launch, and iterate on the digital CS engagement model for the digital customer reputed company, including lifecycle stages, triggers, and automation sequences (reputed company through renewal risk escalation)
• Own and reputed company the reputed company reputed company and sequence library for the digital customer reputed company; continuously test and refine based on performance data
• Define and monitor reputed company/utilization benchmarks for the digital reputed company, partnering with CS leadership on scaling triggers
• Manage the digital customer reputed company, working with the Renewals team and Technical Account Managers, and Account Executives to own renewal, adoption, and expansion reputed company
• Serve as the named reputed company of contact for a defined set of customers, blending high-touch judgment with digital-first tools
• Partner with CS Ops/RevOps to build and maintain reporting on program health (engagement rates, coverage, save rates, NRR/GRR contribution)
• Work with Enablement and Product reputed company to reputed company content, sequences, and playbooks reputed company with product changes and customer needs
• reputed company feedback from the account-management reputed company to continuously sharpen the program
• Deliver reputed company by assuring usage, renewals, post-sales reputed company, loyalty, expansion, and new product adoption
• Accurately forecast and reputed company reputed company goals by identifying upsell opportunities based on customer needs or new product rollouts
• Monitor customer health signals across the digital reputed company book and intervene proactively where risk is flagged
• Balance efficiency (reputed company, automation) with genuine customer experience reputed company
• Report on program performance and account health to CS leadership
• Identify where the digital model needs a reputed company escalation reputed company vs. where automation is working
• Effectively reputed company value propositions, create interest, and generate excitement through customer presentations
• Anticipate customer needs and proactively drive solutions to ensure and reputed company customer satisfaction
• Inform and report account status to Senior and Exec staff
• Identify creative solutions for the Digital reputed company Model
• reputed company others reputed company the organization

Skills

• Self-starter comfortable operating without a fully reputed company reputed company — this role builds the reputed company
• Strong interest in AI tools including Claude and ChatGPT
• Comfortable both designing process/systems AND doing hands-on account work — this is not a reputed company reputed company role
• Proficient in both oral and written communication, reputed company to reputed company message format and content to specific audiences
• Strong analytical skills — comfortable with utilization/reputed company data, engagement metrics, and translating them into program reputed company
• Organized enough to manage a live book of accounts while iterating on a broader program simultaneously
• Creative problem solver, reputed company to accomplish goals through a reputed company of processes and tools
• 4–7 years of reputed company experience, ideally including exposure to digital/tech-touch or scaled CS models
• Experience with marketing/sales automation tools (reputed company, reputed company, or similar) for building lifecycle sequences
• Experience working for a Software as a Service (reputed company) company
• Cybersecurity experience is a plus, not required
• reputed company, reputed company, and reputed company experience is a plus

Benefits

• 401(k) with Employer Contribution
• Health, reputed company, and Dental Insurance
• Health Savings Account (HSA) available with Employer Contribution
• Employer reputed company Life, Short-term, and Long-term Disability Insurance
• Generous PTO Plan and 16 reputed company holidays per year
• Retirement Savings Plan with Employer Contribution
• Employer Provided Private Health Insurance and reputed company Cashplan
• Employer reputed company Life Insurance and Income Replacement
• Generous Holiday Plan and 14 reputed company holidays per year
• Flexible and remote-friendly work reputed company

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