Program Manager, Digital Customer Success

The role

The Program Manager will build and scale digital-first customer experiences to accelerate onboarding, product activation, and ongoing adoption. You will use customer insights, product usage data, automation, and AI to create programs that support retention and growth.

What you will do

• Own digital customer success programs end to end.
• Design, build, and optimize scalable email communications.
• Partner with Customer Success, Product, Education, Marketing, and Community to tailor programs.
• Measure program performance against onboarding, activation, engagement, and time-to-value goals.
• Partner on activation strategy and own digital program execution for product launches.
• Build activation experiences across email, in-app messaging, educational resources, community programming, and live learning.
• Identify opportunities for proactive intervention using customer and product data.
• Define program-level success metrics and partner with Data on reporting.
• Use AI tools such as Claude and ChatGPT to streamline workflows and develop content.
• Build frontline awareness, buy-in, and enablement for new programs.

Required qualifications

• 5+ years of experience in customer-facing, lifecycle marketing, customer success, or program management roles.
• Experience designing, launching, and optimizing scalable onboarding, product activation, and customer engagement programs.
• Strong understanding of the customer journey, product adoption, and retention levers.
• Ability to analyze product usage and engagement data.
• Strong project management skills.
• Excellent communication, stakeholder management, and customer-facing content development skills.
• Proficiency with AI tools such as Claude or ChatGPT.
• Experience with Salesforce, Snowflake, Customer.io, customer success platforms, or similar systems.
• Uses AI in day-to-day work to amplify skills and strengthen outcomes.

Nice to have

• Experience in SaaS.
• Experience within a digital-first or scaled Customer Success model.
• Exposure to customer education, community engagement, or content strategy.

Benefits

• Industry-competitive salary and equity
• Comprehensive medical, dental, and vision coverage
• 100% of employee-only benefit premiums covered for most medical plans
• 16 weeks paid Parental Leave for all new parents
• Health & wellness stipend
• Remote workspace, internet, and cellphone stipend
• Commuter benefits for team members who report to the SF and NYC office
• Family planning benefits
• Matching 401(k) contribution with immediate vesting
• Flexible PTO policy
• 80 hours of Sick Time
• 11 company-paid holidays

Before you apply

• Must be authorized to work in the U.S. without the need for current or future employer sponsorship.

About the company

Vanta helps businesses earn and prove trust by enabling companies to improve and prove their security. The company provides a Trust Management Platform to help companies build, maintain, and demonstrate trust.