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About the Role
We're seeking an experienced Digital Program Manager, Customer Success to architect and scale our 1:Many strategy for our largest customer segment. If you're passionate about leveraging technology, data, and behavioral science to deliver personalized value at scale, this is your opportunity to transform a high-volume customer base into a thriving, self-sufficient community that drives adoption, retention, and significant NRR and GDR growth.
Key Responsibilities
• Design and execute comprehensive 1:Many digital customer journeys with segmented, personalized touchpoints across onboarding, adoption, retention, and expansion
• Own and optimize CS tech stack (ChurnZero, HubSpot, Intercom, etc.), building multi-channel campaigns (email, in-app, webinars) that drive feature adoption, mitigate churn, and nurture upsell opportunities
• Develop scalable content and resources in partnership with CS, Marketing, and Product teams, including video libraries, help docs, and Success-at-Scale events
• Establish KPIs, execute A/B tests, refine health scoring models, and define automated workflows for escalating digital customers to human intervention
Requirements
• 3+ years in Customer Success Operations, Digital CS, or Marketing Automation with focus on 1:Many or self-service segments, ideally in high-volume, low-ACV environments
• Proven expertise designing and managing complex automated multi-channel customer journeys with deep proficiency in CS platforms (ChurnZero) or Marketing Automation/CRM tools (HubSpot)
• Strong analytical skills to translate data into actionable strategies, precise customer segmentation, and behavioral insights
• Cross-functional collaboration skills and experience working with Product, Marketing, and CS teams (familiarity with digital adoption platforms, Behavioral Science, or Nudge Theory a plus)
About Us
At Teramind, we're pioneering a predictive, AI-driven approach to safeguarding organizations' people, data, and operations. As a global leader in user behavior analytics, insider risk management, and workforce intelligence, we empower businesses to transform data into a strategic asset - delivering clear visibility, control, and proactive protection across digital environments.
We're open to hiring in just about every country in the world! Feel free to apply even if you don't live in the country listed in the job description.
Benefits
This is a remote job. Work from anywhere! We’ve been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams.
Additionally:
• Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.
• Competitive compensation
• Career growth opportunities
• Flexible paid time off
• Laptop reimbursement
• Ongoing training and development opportunities
About our recruitment process
We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story. You can expect up to 3 interviews. In some scenarios, we’re able to streamline the process to have minimal rounds. Director-level roles and above should expect a more thorough process, with multiple rounds of interviews.
All roles require reference and background checks
Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.
What you need to know about the Ottawa Tech Scene
The capital city of Canada and the nation's fourth-largest urban area, Ottawa has proven a rapidly growing global tech hub. With over 1,800 tech companies, many of which are leaders in their sectors, the city's tech talent now makes up more than 13 percent of its total workforce. This growth is driven not only by the big players like UL Solutions and Dropbox, but also by a thriving startup ecosystem, as new businesses emerge to follow in the footsteps of those that came before them.
