Digital Success Program Manager

Join Ncontracts: Revolutionizing Digital Customer Success in Fintech!

Digital Success Program Manager – Remote Opportunity

Are you a data-driven strategist passionate about crafting exceptional customer journeys? Ncontracts, a leader in integrated risk management and compliance solutions for over 5,000 financial institutions, is seeking a talented Digital Success Program Manager to join our Client Services team. This is a remote, full-time opportunity to make a real impact on our customers’ success.

About Ncontracts

Ncontracts is more than just a company; we’re a community of innovators dedicated to strengthening the financial industry. As a seven-time Inc. 5000 honoree and a recipient of “Best Places to Work” awards, we offer a dynamic and supportive environment where career growth and work-life balance are paramount. Join us as we continue to empower financial institutions and advance your career.

The Opportunity: Shape the Future of Digital Customer Engagement

As our Digital Success Program Manager, you’ll be the architect of scalable digital customer journeys, focused on driving adoption, retention, and expansion. You will design and optimize end-to-end customer experiences by strategically orchestrating digital touchpoints and communication channels across our diverse customer base. If you have a proven track record in SaaS digital customer success and a passion for leveraging data to improve customer engagement, this role is for you!

Key Responsibilities

• Digital Journey Strategy & Design: Develop and optimize end-to-end digital customer journeys, focusing on personalized communication at scale. Integrate our Learning Management System (LMS) and knowledge base for enhanced customer learning.
• Customer Experience Orchestration: Collaborate with cross-functional teams (Customer Enablement, Support, Product, Marketing, and Sales Enablement) to create seamless customer experiences, identifying the optimal balance of digital and human touchpoints.
• Performance Analytics & Optimization: Own key performance indicators (KPIs) for digital customer success, including adoption rates, engagement metrics, and customer health. Analyze customer behavior to predict and prevent churn, and continuously optimize digital touchpoints based on data and feedback.
• Platform Management & Integration: Leverage customer success platforms (ChurnZero, Pendo, Forethought) and integrate with Salesforce and HubSpot data to create personalized customer experiences and seamless tool integration.
• Strategic Partnership & Communication: Serve as the strategic voice for digital customer experience, presenting insights to leadership and collaborating with the Product team to influence the roadmap based on customer insights.

What You Bring to the Table

• 3+ years of digital customer success experience in SaaS organizations, with a proven track record of designing scalable customer journeys.
• 1+ years of experience with customer success platforms (ChurnZero, Pendo, or similar).
• Demonstrated experience managing digital customer programs for large customer segments (1000+ customers).
• Strong understanding of SaaS customer success metrics and best practices.
• Proficiency with customer success platforms: ChurnZero, Pendo, Forethought.
• Exceptional strategic thinking with the ability to design holistic customer experiences.
• Experience with learning management systems (LMS) as part of customer journey design.
• Strong data analysis capabilities with experience in customer behavior analytics.
• Familiarity with knowledge base platforms and self-service customer resources.

Why Ncontracts?

We offer a comprehensive benefits package designed to support your well-being and professional growth:

• Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
• 11 paid holidays
• Community and social events
• Mental Health Benefits
• Medical, Dental, and Vision insurance
• Company-paid Group Life Insurance, Short- and Long-Term Disability
• Flexible Spending Account & Health Savings Account
• Aflac Benefits
• Pet Insurance
• 401(k) with company match with eligibility on Day 1 of employment
• 2 Paid Volunteer Time Off Days

Compensation

The salary range for this role is $80,000 to $100,000 per year, depending on experience, skills, education, and location. This position may also be eligible for an annual discretionary incentive award.

AAP/EEO Statement

Ncontracts is an Equal Opportunity Employer.

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