Senior Digital Program Manager

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.

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.