Vectra® is the leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises.
The Vectra AI Platform delivers integrated signal across public cloud, SaaS, identity, and data center networks in a single platform. Powered by patented Attack Signal Intelligence, it empowers security teams to rapidly prioritize, investigate and respond to the most advanced cyber-attacks. With 35 patents in AI-driven threat detection and the most vendor references in MITRE D3FEND, organizations worldwide rely on the Vectra AI to move at the speed and scale of hybrid attackers. For more information, visit www.vectra.ai.
About the Role:
As a Digital Program Manager, Customer Success, you will be at the forefront of driving scalable customer success initiatives through digital strategies. You will design, implement, and optimize digital programs that enhance the customer journey, promote product adoption, maximize customer satisfaction and retention, and drive upsell opportunities. This is a highly cross-functional role, partnering with CS leadership, Marketing, Product, and Operations to ensure that every customer receives an exceptional experience through digital channels.
Key Responsibilities:
Program Development and Management
- Design and launch digital programs that scale customer success efforts across the customer lifecycle (onboarding, adoption, expansion, renewal, advocacy).
- Own the digital touchpoints for tech-touch and low-touch customer segments, ensuring engagement through automated and personalized experiences.
- Coordinate with CS leaders to align digital programs against team goals and KPIs such as customer ramp-up time, renewals, and growth opportunities.
Customer Journey Optimization
- Map out and continuously optimize the digital customer journey using customer feedback, behavioral data, and lifecycle analytics.
- Execute across journey orchestration tools and communication platforms (ex. Hubspot, Pendo, Docebo).
Content & Campaign Strategy
- Collaborate with Marketing and Enablement to create targeted email campaigns, learning content, webinars, and in-product guidance.
- Ensure that content is relevant, timely, and aligned with customer needs and success milestones.
Data & Insights
- Track and report on key metrics including customer health, product usage & engagement, adoption, satisfaction (NPS/CSAT), and program ROI.
- Conduct A/B testing and user segmentation analysis to continuously improve digital engagement.
Cross-Functional Collaboration
- Partner with Product and Engineering teams to identify product enhancements and advocate for customer needs.
- Work with Sales and Account Management to align customer success programs with business initiatives.
Qualifications
Required:
- 5+ years in Customer Success, Program Management, Digital Marketing, or a related field.
- Experience with customer engagement tools such as HubSpot, Pendo, or similar.
- Experience building a digital program (preferably for an existing install base) and capable of managing complex digital programs with measurable business outcomes.
- Proven ability to collect, clean, and structure raw marketing data from multiple sources (ex. CRM systems, product platforms, customer success tools, etc.).
- Excellent communication and stakeholder management skills.
Preferred:
- Experience in SaaS or B2B technology environments.
- Familiarity with customer journey mapping, lifecycle marketing, and behavioral analytics.
- Project management certification (PMP, Scrum, etc.) is a plus.
Vectra provides a comprehensive total rewards package that supports the financial, physical, mental and overall health of our employees and their families. Compensation includes competitive base pay, incentive plan eligibility, and participation in the employee equity plan (stock options). Specific benefits offered varies by location, but commonly include health care insurance, income protection / life insurance, access to retirement savings plans, behavioral & emotional wellness services, generous time away from work, and a comprehensive employee recognition program.
Vectra is committed to creating a diverse environment and is proud to be an equal opportunity employer.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
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