Program Manager, Digital Customer Success at Auctane

Austin, Texas, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, E-commerce, Shipping, LogisticsIndustries

Requirements

5+ years of progressive experience in Customer Success Operations, Lifecycle Management, or Digital Programs in a SaaS environment
Bachelor’s degree preferred
Excellent verbal and written communication skills
Ability to demonstrate critical thinking
Demonstrated success leading cross-functional initiatives that improve adoption, retention, and scalability
Strong experience with CRM and analytics platforms (Salesforce, Looker, Gainsight, HubSpot, Pendo, etc.)
Proven ability to translate data into business insights and to operationalize workflows across teams
Excellent program management and stakeholder communication skills — able to drive clarity in complex, cross-functional environments
Experience with customer health scoring, automation rules, or signal-based engagement is a strong plus
Comfortable working in a fast-paced, matrixed environment where structure and clarity must be built

Responsibilities

Define, lead, and track strategic and operational digital programs to successful completion
Deliver CS GTM initiatives that improve the effectiveness and efficiency of sales and customer success adoption capabilities, including customer journey development, process and playbook development for customer success in collaboration with GTM partners, processes and playbooks for Customer Success Associates, CSMs, and Professional Services, and continued partnership with enablement to codify CS playbooks
Increase efficiency of current customer interventions through call tracking, intervention optimization, and workflow automation
Represent CS in cross-function programs/workstreams focused on customer experience initiatives
Collect and translate customer feedback through various CS touchpoints into program insights that drive new lifecycle initiatives or interventions
Support CS leadership in developing and executing against lifecycle KPIs and reporting against them
Partner closely with Customer Marketing to sequence and personalize customer campaigns within lifecycle context
Ensure systems (Salesforce, Looker, Pendo, etc.) are configured to deliver triggered actions and reporting tied to lifecycle stage
Develop a governance model for interacting with scaled customer success programs
Drive global use for SFDC as CS system of record
Build and maintain the Digital Playbook Library, codifying interventions for activation, adoption, and risk mitigation

Skills

Program Management

Customer Success

Lifecycle Orchestration

Customer Journey Mapping

Process Development

Playbook Development

Workflow Automation

Metrics Tracking

GTM Initiatives

Sales Enablement

CSM Enablement

Auctane

Provides shipping and logistics technology solutions

About Auctane

Auctane provides a suite of technology solutions, including ShipStation, Stamps.com, Packlink, ShipEngine, and Metapack, to address logistic challenges with same-day delivery, intuitive shipping software, and a network of 3PL providers. The technology orchestrates the movement of millions of letters and packages globally, serving over 1,000,000 customers annually and reaching 250 countries and territories.

4301 Bull Creek Rd, Austin, TX 78731, USAHeadquarters

2011Year Founded

VENTURE_UNKNOWNCompany Stage

Data & AnalyticsIndustries

1,001-5,000Employees