Senior Digital Program Manager

About this role

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.

Key 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.

Qualifications

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…