Senior Digital Program Manager

Description

Our Mission:

6sense's mission is to multiply what matters: growth, retention, and efficiency. We envision a future where companies, teams and people reach their full potential.

Our People:

People are the heart and soul of 6sense. We serve with passion and purpose. We live by our Being 6sense values of Win as One Team, Stay Curious, Do The Right Thing, Own the Outcome, and Create Belonging. Every 6sensor plays a part in defining the future of our industry-leading technology. 6sense is a place where difference-makers roll up their sleeves, take risks, act with integrity, and measure success by the value we create for our customers. We want 6sense to be the best chapter of your career.

About the Role

6sense is hiring a Senior Digital Program Manager to build and run the digital engagement engine for our Customer Success organization. This is a hybrid role: an expert-level Gainsight builder, program lead, and strategist. You will own the platform and, more importantly, You will own the platform and the quality of what gets built on it: the journeys, programs, and measurement that put CS strategy into action at scale. You are accountable for how they are built, for their accuracy, and for reporting on how they perform. Your primary focus will be to build and operate the digital programs that carry out CS strategy, report on where they are working and where customers are going unengaged, and recommend what to build next within CS priorities.

You will partner closely with CS Leadership, CS Operations, Marketing, Product, and Support. You are not a ticket-taker: you identify the gaps, propose the program, build it, launch it, and prove its impact.

What This Role Is – And Isn't

This role is for someone who has done this before and does not need a runway. We need a builder and program owner, not a resource waiting to be directed.

You move fast and ship. Journeys launch in weeks, not months. We do not wait for perfect requirements; we iterate.

You lead, not just execute. You do not wait for requests. You use data to find where customers are not being engaged, then bring a proposed program, a business case, and a plan.

You flag blockers immediately. Unclear or missing requirements are raised the same day, with a recommendation attached.

You own your backlog. You prioritize your own backlog and drive to resolution. We review outputs; we do not track status.

You know the difference between "I need input" and "I need permission." Judgment calls within scope get made. Questions that need business context get escalated quickly.

Responsibilities

• Digital Program Strategy & Ownership
• Own the strategy, roadmap, and calendar for CS digital programs across the customer lifecycle: onboarding, adoption, value realization, renewal, and expansion.
• Design and launch strategic, segment-level programs and journeys, aligned to customer segmentation, health scoring, and CS coverage models.
• Build the business case for each program: audience, objective, success metrics, content needs, and required resources. Prioritize the roadmap with CS Leadership.
• Act as project and program lead for cross-functional digital initiatives, coordinating Marketing, Product, Support, Sales, and Enablement to deliver on time.
• Pilot and evaluate new engagement channels and tactics (in-app, email, community, webinars, and others) and scale what works.
• Digital Journey & Campaign Build
• Design and build automated journeys in Gainsight, including conditional logic, multi-step triggers, and data-driven audiences.
• Create, manage, and optimize email programs and in-app campaigns targeting customers at key lifecycle moments. Partner with Marketing and CS on messaging, and own campaign hygiene and governance.
• Build and maintain audience segments, rules, and triggers for digital touchpoints; connect digital programs to CTAs and human-led plays so digital and CSM engagement work together.
• A/B test content, timing, and cadence; report results and iterate.
• Engagement Coverage & Gap Analysis
• Track engagement: which customers, segments, and lifecycle stages are receiving touches, and which are not.
• Identify and quantify gaps – unengaged accounts, stalled onboarding, low adoption, at-risk renewals with no digital or human outreach – and turn them into prioritized programs and recommendations.
• Maintain a clear view of program progress against plan, and present findings and next steps to CS Leadership on a regular cadence.
• Gainsight Platform Leader
• Serve as the primary Gainsight Lead for Customer Success, owning building, data integrity, and platform health in regards to digital customer lifecycle.
• Ensure Snowflake, Salesfoce, and other connectors data ingestion into Gainsight is usable for customer lifecycle programs
• Document configurations, processes, and runbooks proactively.
• Reporting, Analytics & Insights
• Build and maintain dashboards and reports for CS Leadership
• Track journey and program performance: reach, open and click rates, engagement, stage progression, product adoption, and influence on retention and expansion.
• Provide regular, data-backed recommendations to improve program effectiveness and to inform coverage and resourcing decisions.
• CS Ops & Leadership Partnership
• Translate CS Leadership priorities and CS Ops workflows into programs and Gainsight builds quickly and with minimal hand-holding.
• Participate in regular syncs with CS Ops and Leadership to gather requirements, share updates, and surface dependency gaps before they cause delays.
• Enable CSMs to act on digital program outputs, and communicate program changes clearly.

Requirements

• Required
• 4–6+ years in Customer Success Operations, Digital/Scaled Customer Success, or lifecycle programs, including 3–5 years of hands-on Gainsight Building (or admin level type access).
• Proven experience designing, building, and managing Journey Orchestrator programs and email campaigns from strategy through measurement.
• Demonstrated program or project leadership: you have owned cross-functional initiatives and delivered measurable outcomes.
• Strong understanding of the Gainsight data model – MDA, relationships, connectors, and Rules Engine.
• Experience with Snowflake-to-Gainsight data ingestion, including connector setup, MDA mapping, and pipeline troubleshooting.
• Proficiency with Salesforce integrations and how Gainsight syncs with SFDC, Snowflake, and other data providers.
• Experience using data to identify engagement gaps and turn them into prioritized programs.
• Working knowledge of customer lifecycle management, segmentation, and health scoring in a B2B SaaS environment.
• Ability to work independently, manage competing priorities, and deliver without oversight.
• Track record of fast execution: you have built dashboards in a day and launched journeys in a week.
• Strong written and verbal communication, with executive presence and the ability to document for technical and non-technical audiences.
• Gainsight Admin certification.
• Experience with health scoring model design and maintenance.
• Hands-on experience with Pendo, including building in-app guides and messaging, defining behavioral segments, analyzing product usage and adoption, and using insights to trigger targeted digital CS journeys
• Experience using Claude, Microsoft Copilot, and Workato to accelerate content creation, automate workflows, and scale digital CS programs.
• Experience with lifecycle marketing, in-app messaging, or digital customer success programs at scale.
• Experience with Tableau or similar BI tools; familiarity with SQL.
• Experience in a commercial or mid-market CS motion supporting a large, digitally served customer base.
• What Success Looks Like
• First 15 days: The Gainsight digital programs have been reviewed and the backlog is prioritized and agreed with CS Ops and CS Leadership. An initial engagement coverage baseline for the commercial book shows where customers are and are not being reached. Quick-win deliverables are shipped (dashboards, segments, reports), and at least one digital journey is live in production.
• Within 30 days: Existing journeys have been updated and new programs are being launched. Full program and campaign calendar is underway. A strategic program roadmap for the Commercial book is reviewed and approved by CS Leadership. Performance and gap reporting is in place and stakeholders are reviewing results.
• Within 45 days: Engagement gaps prioritized by CS Leadership have programs in market, with measurable movement in reach and engagement. A recurring cadence for program review and gap reporting is established, and digital and CSM-led motions are connected through CTAs and plays.
• Base Salary Range: $92,812.50 - $136,125.00. The base salary range represents the anticipated low and high end of the base salary range for this position. Actual salaries may vary and may be above or below the range based on various factors, including but not limited to work location and experience. The base salary is one component of 6sense’s total compensation package for this position. Other compensation may include a bonus program or commission plan, and stock options if approved by 6sense’s board. In addition, 6sense provides a variety of benefits, including generous health insurance coverage, life, and disability insurance, a 401K employer matching program, paid holidays, self-care days, and paid time off (PTO). Li-remote
• Our Benefits:
• Full-time employees can take advantage of health coverage, paid parental leave, generous paid time-off and holidays, quarterly self-care days off, and stock options. We’ll make sure you have the equipment and support you need to work and connect with your teams, at home or in one of our offices.
• We have a growth mindset culture that is represented in all that we do, from onboarding through to numerous learning and development initiatives including access to our LinkedIn Learning platform. Employee well-being is also top of mind for us. We host quarterly wellness education sessions to encourage self care and personal growth. From wellness days to ERG-hosted events, we celebrate and energize all 6sense employees and their backgrounds.