Sr. Digital Program Manager, Customer Activation & Adoption

6sense is on a mission to revolutionize how B2B organizations create revenue by predicting customers most likely to buy. They are seeking a Senior Digital Program Manager to own and evolve Customer Success engagement strategies, ensuring effective onboarding and adoption processes for customers in the Commercial segment.

Responsibilities:

• Own how Customer Success engages customers before, during, and immediately after onboarding
• Define what 'successful onboarding' means from a CS and renewal-readiness perspective
• Ensure CS involvement during onboarding is intentional, value-driven, and aligned to customer risk and complexity
• Define clear criteria and measurement across all products for customers exiting onboarding healthy and activated
• Assess customer health, adoption, and risk profiles at onboarding completion
• Segment customers based on readiness and determine appropriate post-onboarding CS motions
• Design programmatic CS engagement paths triggered by onboarding outcomes and customer risk
• Introduce 1:many and digital motions (e.g., webinars, group sessions, guided content) where appropriate
• Ensure onboarding content and experiences are reusable for post-onboarding retraining, reinforcement, and adoption gaps
• Maintain update schedule for content refresh
• Identify where current Onboarding and CS engagement relies too heavily on 1:1, manual effort
• Partner with Operations, Analytics, and Digital CS teams to implement scalable alternatives
• Define when high-touch human engagement is required and when system-led or digital approaches are sufficient
• Define and track onboarding-related CS metrics tied to activation, health, and renewal readiness
• Run pilots, test new CS engagement approaches, and iterate based on data
• Serve as the central point of accountability for onboarding-adjacent CS programs and cross-functional alignment

Requirements:

• 5+ years of experience in program management, customer success operations, lifecycle programs, or digital CS
• Demonstrated proficiency with CS and GTM systems, including advanced use of Gainsight (health models, CTAs, journeys, reporting), along with Salesforce (SFDC) and Tableau to analyze data, monitor outcomes, and inform program decisions
• Demonstrated ability to design programmatic CS engagement, not just manage processes
• Experience translating customer data and signals into structured engagement strategies
• Demonstrated success operating in multi-product or platform SaaS models, with the ability to design engagement across interconnected products and use cases
• Strong analytical mindset with comfort assessing customer health, risk, and readiness
• Ability to operate autonomously and influence cross-functional partners without direct authority
• Clear, confident communicator comfortable working with senior CS and GTM leaders