Digital Customer Success Program Lead

At SmartBear, we believe building great software starts with quality—and we’re helping our customers make that happen every day. Our solution hubs—SmartBear API Hub, SmartBear Insight Hub, and SmartBear Test Hub, featuring HaloAI, bring visibility and automation to software development, making it easier for teams to deliver high-quality software faster. SmartBear is trusted by over 16 million developers, testers, and software engineers at 32,000+ organizations – including innovators like Adobe, JetBlue, FedEx, and Microsoft.

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.

#LI-AC2