SmartBear is seeking a Digital Customer Success Program Lead to define, launch, and own its global scaled-engagement strategy. This role involves designing repeatable customer journeys, operationalizing automation, and collaborating cross-functionally to create data-driven digital experiences. The lead will optimize onboarding, adoption, renewal, and expansion, driving measurable improvements in product value realization and retention for SmartBear's 32,000+ organizations.

Must Have

• Define and lead SmartBear’s global digital Customer Success strategy.
• Architect and optimize digital customer journeys informed by product usage data and CRM system.
• Oversee development of scalable program assets: automated onboarding paths, lifecycle email sequences, webinars, education modules, and in-app engagement.
• Drive successful deployment and optimization of CSP for digital CS, including automation rules, workflows, lifecycle design, health scoring, and analytics dashboards.
• Partner with CS Operations, Product, Marketing, Sales, and Support to identify friction points and align messaging.
• Establish an experimentation framework to test digital channels, content variations, and usage-triggered automations.
• Monitor, interpret, and present digital CS KPIs including activation rates, usage adoption, engagement trends, customer health indicators, and program-led ARR.
• 8+ years of relevant experience in Customer Success, Digital Engagement, Customer Marketing, or CS Operations within a SaaS company.
• Proven experience designing, launching, and scaling digital or tech-touch CS programs.
• Hands-on expertise with Salesforce, including understanding account lifecycle, renewal data, success metrics, and workflow integrations.
• Strong experience with product analytics tools such as Amplitude for behavioral segmentation, usage insights, cohort analysis, and trigger-based engagement.
• Practical, in-depth experience with Customer Success Platform—ideally including implementation, automation design, lifecycle configuration, and health model creation.
• Ability to translate customer usage signals and account data into automated journeys and actionable program improvements.
• Strong program and project management skills with a track record of influencing across teams.
• Excellent analytical, communication, and stakeholder alignment skills.

Good to Have

• Exposure to BI and data visualization tools.
• Experience supporting products used by developers or technical teams.
• Experience building customer journey maps or lifecycle frameworks.
• Exposure to segmentation strategies for large, diverse customer bases.
• Experience running customer communication experiments (A/B testing, cohort testing, personalization frameworks).
• Knowledge of renewal and expansion motions, especially how to support them through automated and digital pathways.
• Understanding of customer health modelling and predictive churn indicators.
• Experience working in distributed global teams or supporting customers across regions and time zones.
• Comfort presenting to leadership and translating technical or data-heavy insights into clear, persuasive narratives.

Perks & Benefits

• The opportunity to architect and lead SmartBear’s digital CS transformation during a pivotal phase of organizational growth.
• High visibility and influence across Customer Success, Operations, Product, and Sales.
• Autonomy to design programs that directly impact adoption, retention, and customer value realization.
• Competitive compensation and benefits.

Digital Customer Success Program Lead

Role Overview

• We are seeking a Digital Customer Success Program Lead to design, launch, and own SmartBear’s scaled-engagement strategy globally. This role will set the vision for digital CS, build repeatable customer journeys, and operationalize automation.
• Collaborate cross-functionally to create a cohesive, data-driven digital experience that measurably improves adoption, retention, and product value realization at scale.

Key Responsibilities

• Define and lead SmartBear’s global digital Customer Success strategy, establishing the roadmap for scaled engagement across onboarding, adoption, renewal, and expansion.
• Architect and optimize digital customer journeys informed by product usage data, account lifecycle insights in our Customer Success Platform, and commercial context from CRM system.
• Oversee development of scalable program assets: automated onboarding paths, lifecycle email sequences, webinars, education modules, and in-app engagement.
• Drive successful deployment and optimization of CSP for digital CS, including automation rules, workflows, lifecycle design, health scoring, and analytics dashboards.
• Partner with CS Operations to ensure accurate data flows between systems such as CSP, CRM, Product Analytics, and other systems supporting at-scale engagement.
• Collaborate with Product, Marketing, Sales, and Support to identify friction points, align messaging, and strengthen customer value realization.
• Establish an experimentation framework to test digital channels, content variations, usage-triggered automations, and personalized engagement patterns.
• Monitor, interpret, and present digital CS KPIs including activation rates, usage adoption, engagement trends, customer health indicators, and program-led ARR.
• Influence stakeholders and leadership by communicating insights, risks, and strategic opportunities surfaced through system data.
• Mentor digital CSMs or program specialists as the digital function grows.

Qualifications

• 8+ years of relevant experience in Customer Success, Digital Engagement, Customer Marketing, or CS Operations within a SaaS company.
• Proven experience designing, launching, and scaling digital or tech-touch CS programs.
• Hands-on expertise with Salesforce, including understanding account lifecycle, renewal data, success metrics, and workflow integrations.
• Strong experience with product analytics tool such as Amplitude for behavioral segmentation, usage insights, cohort analysis, and trigger-based engagement.
• Practical, in-depth experience with Customer Success Platform—ideally including implementation, automation design, lifecycle configuration, and health model creation.
• Ability to translate customer usage signals and account data into automated journeys and actionable program improvements.
• Strong program and project management skills with a track record of influencing across teams.
• Excellent analytical, communication, and stakeholder alignment skills.
• Comfortable working in a global environment undergoing rapid growth and transformation.

Preferred Skills

• Exposure to BI and data visualization tools.
• Experience supporting products used by developers or technical teams.
• Experience building customer journey maps or lifecycle frameworks.
• Exposure to segmentation strategies for large, diverse customer bases.
• Experience running customer communication experiments (A/B testing, cohort testing, personalization frameworks).
• Knowledge of renewal and expansion motions, especially how to support them through automated and digital pathways.
• Understanding of customer health modelling and predictive churn indicators.
• Experience working in distributed global teams or supporting customers across regions and time zones.
• Comfort presenting to leadership and translating technical or data-heavy insights into clear, persuasive narratives.

What We Offer

• The opportunity to architect and lead SmartBear’s digital CS transformation during a pivotal phase of organizational growth.
• High visibility and influence across Customer Success, Operations, Product, and Sales.
• Autonomy to design programs that directly impact adoption, retention, and customer value realization.
• Competitive compensation and benefits.

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