Senior Digital Program Manager

Remote · New York, NY · 3-5 years experience · Posted Oct 14, 2026

At a glance

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 acting as an expert-level Gainsight builder, program lead, and strategist to scale CS strategy through automated journeys and measurement.

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.
Act as project and program lead for cross-functional digital initiatives, coordinating Marketing, Product, Support, Sales, and Enablement to deliver on time.
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.
Track engagement to identify unengaged accounts, stalled onboarding, low adoption, and at-risk renewals with no digital or human outreach.
Serve as the primary Gainsight Lead for Customer Success, owning building, data integrity, and platform health regarding the digital customer lifecycle.
Build and maintain dashboards and reports for CS Leadership.
Translate CS Leadership priorities and CS Ops workflows into programs and Gainsight builds quickly and with minimal hand-holding.

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 with ownership of 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.
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.