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.**About the Role**:**Leadership & Team Management**- 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.**Program Strategy & Execution**- ** Own scalable programs** across the customer lifecycle: onboarding, adoption, expansion, renewal.- Design **1-to-many engagement models** tailored to serve customer segments effectively.- 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.**Portfolio & Matrix Collaboration**- 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.**Data, Insights & Innovation**- Monitor adoption, health, and engagement metrics across programs and products; proactively identify risks and opportunities.- Share performance results with leadership; recommend and implement improvements based on data.**About You**You are a fit for the role of** Manager, Digital Programs Customer Success**if you have:- 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**.**Preferred Qualifications**- 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.LOCATION CDMXLI-ZM1**What’s in it For You?**- ** Hybrid Work Model**: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.- ** 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 ach