Digital Program Manager, Customer Success

Job Description

Job Description

Digital Program Manager, Customer Success

Role Overview

Uniguest is seeking a Digital Program Manager - Customer Success, to build and operate a scalable, data-driven Customer Success program focused on customer retention, adoption, renewal readiness, customer health scoring, AI-driven risk identification, and digital customer engagement.

This is not a traditional Customer Success Manager role focused primarily on managing individual customer relationships, conducting QBRs, or carrying a personal book of business. The primary objective is to design the systems, workflows, automation, reporting, and customer programs that allow Uniguest to proactively identify customer risk, support a large customer base efficiently, and direct limited Customer Success resources to the highest-impact accounts and situations.

The ideal candidate will have strong Salesforce.com skills, an analytical mindset, experience working with business data and dashboards, and the ability to translate customer, product, support, renewal, and usage data into practical operating workflows. Experience with Salesforce, Snowflake, Tableau, or similar CRM, data warehouse, and business intelligence tools is highly preferred.

Why This Role Matters

Uniguest serves a broad and diverse customer base across multiple verticals, products, and routes to market. The business needs to move from reactive churn and renewal management to a more proactive, programmatic Customer Success model. 

This role will help Uniguest answer four critical questions: 

1. Which customers are at risk? 

1. Why are they at risk? 

1. What action should be taken next? 

1. Which customers require human outreach versus digital or automated engagement? 

Key Responsibilities

• Build and operate scalable Customer Success program across customer segments, verticals, products, and routes to market.
• Develop customer segmentation rules based on ARR, product type, renewal timing, usage, support activity, risk profile, and strategic importance.
• Create and maintain customer health scoring logic using Salesforce.com data, renewal information, product usage, support signals, and other available customer data sources.
• Partner with Sales, Business Systems, Support, Product, Finance, and Customer Success stakeholders to define data requirements, risk signals, workflows, dashboards, and action plans.
• Use Salesforce.com as a core operating system for customer risk visibility, task generation, renewal readiness, account prioritization, and workflow adoption.
• Work with Tableau and Salesforce reports, or similar data and BI environments to analyze account trends, churn patterns, renewal risk, adoption gaps, and engagement performance.
• Build AI-enabled and rules-based processes that help identify at-risk accounts, recommend next best actions, and prioritize outreach for limited human resources.
• Design digital customer success programs for onboarding, adoption, renewal reminders, product education, risk intervention, and value reinforcement.
• Create long-tail customer coverage programs that allow Uniguest to engage smaller customers efficiently without assigning every account to a dedicated CSM.
• Build work queues and action lists for Customer Success, Sales, Support, and leadership based on renewal timing, usage trends, risk factors, product migrations, and expansion opportunities.
• Maintain executive dashboards for customer health, at-risk ARR, retention risk, renewal readiness, program performance, and customer engagement.
• Establish clear operating cadence for at-risk account reviews, renewal readiness, digital program performance, customer health reviews, and executive escalation.

Required Qualifications

• 5+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Customer Lifecycle Operations, Digital Customer Success, SaaS program management, or a related operating role.
• Strong Salesforce.com skills, including comfort with account, opportunity, order, renewal, task, activity, reporting, dashboard, and workflow concepts.
• Highly analytical mindset with the ability to turn customer data into insights, priorities, workflows, and executive reporting.
• Experience building or improving customer health scores, risk frameworks, renewal readiness processes, segmentation models, or customer lifecycle programs.
• Experience working with dashboards, BI tools, or analytics teams. Tableau and Snowflake experience are strongly preferred.
• Ability to work cross-functionally with Sales, Support, Product, Finance, Business Systems, and Customer Success stakeholders.
• Strong program management skills, including the ability to define ownership, timelines, operating cadence, success metrics, and adoption plans.
• Practical understanding of AI, automation, rules-based prioritization, or workflow automation in a business operations environment.
• Clear communication skills and the ability to explain data, process, and program recommendations to senior commercial leaders.

Preferred Qualifications

• Experience with Salesforce Sales Cloud, Service Cloud, Agent force, or customer-facing Salesforce automation.
• Experience with Tableau, Snowflake, Power BI, or similar data and reporting environments.
• Experience with Customer Success platforms such as Gainsight, ChurnZero, Avoma, Totango, Planhat, Vitally, Catalyst, or similar tools.
• Experience building scaled or digital Customer Success motions for a large customer base.
• Experience in a multi-product, multi-vertical, or channel-supported business.
• Experience creating renewal, onboarding, adoption, product education, risk intervention, or customer value programs.

What Success Looks Like

• Customer health scoring framework is designed, implemented, and actively used by the business.
• Renewal risk is visible earlier and tied to clear actions, owners, and reason codes.
• Long-tail customers receive structured digital engagement rather than being unmanaged.
• Customer outreach is prioritized by risk, ARR, renewal timing, product adoption, and opportunity impact.
• Sales, Support, Product, and Customer Success teams have better visibility into customer risk and next best actions.
• Executive leadership has consistent reporting on customer health, at-risk ARR, churn/down sell themes, and program performance.
• Uniguest improves retention visibility and begins reducing preventable churn and downsell through earlier, more focused intervention.

About Uniguest

Uniguest is the global leader in providing highly secure, fully managed customer-facing technology solutions on an outsourced basis to the hospitality, senior living, specialty retail, education, and corporate sectors. Our turnkey consumer-facing technology solutions include hardware and Digital Engagement software packages (IPTV, CMS, kiosks), system implementation, and 24/7/365 multi-lingual support for public space kiosks, digital signage, interactive TV, tablets, remote printing, and more. Designed to deliver consistent and safe experiences, Uniguest empowers clients like NCAA stadiums, QSR chains, and corporate enterprises to engage customers effectively.

Uniguest is committed to equal employment opportunity and to providing all people equal access to employment without regard to personal characteristics that are unrelated to their ability, performance, or qualifications. Uniguest prohibits discrimination and harassment against any employee or applicant for employment based on race, color, religion, national origin, sex, sexual orientation, marital status, pregnancy, gender identity, veteran status, disability, genetic information, age, or any other basis protected by law.