[Remote] Manager, Digital CS Programs

Note: The job is a remote job and is open to candidates in USA. Tempo Software is a leading provider of integrated solutions for time management and resource planning. They are seeking an experienced Digital Customer Success Player/Coach to lead their growing Digital Customer Success team, bridging the gap between strategy and technical execution.

Responsibilities

• Digital CS Program Leadership & Mentorship
• Lead by Example: Manage a small squad of Digital CSMs not just through direction, but through demonstration. actively participating in sprint planning and execution
• Technical Mentorship: Use your deep experience as an IC to upskill your team. Teach them advanced configuration in our CS platform, best practices for email copywriting, and how to structure data for meaningful reporting
• Gap Filling: Act as the primary backup and escalation point for the team. When the workload spikes or a complex technical challenge arises, you roll up your sleeves and help build the solution
• Hands-On Program Architecture & Execution
• Direct Contribution: Retain ownership of a specific subset of high-priority or high-complexity digital programs (e.g., the renewal risk mitigation flow or the new product launch journey)
• Tool Administration: Serve as a "power user" of our CS tech stack (e.g., Gainsight, Intercom). You will personally configure triggers and set up automation rules alongside your team
• Content Creation + Adaptation: Adapt content from our enablement team to drive users to better adopt and get value from our products. You know what good content looks like because you’ve written it before, and you ensure the team’s output meets that high standard
• Data-Driven Strategy & Cross-Functional Alignment
• Analyze & Optimize: Dive into the data yourself. You won't just review reports; you will query the data to find engagement gaps, identifying exactly where users drop off in the journey and hypothesizing solutions
• Product & Sales Interlock: Represent the Digital CS function in cross-functional meetings. You will translate the technical limitations and opportunities of our digital programs to Product, Marketing, and Sales leadership
• Experimentation Framework: Design the A/B testing strategy for the team. You will set the standards for how we test subject lines, CTA placement, and intervention timing to ensure statistical significance

Skills

• 3+ years specifically focused on Digital/Tech-Touch/Scale programs
• At least 1+ year of formal people management experience OR 2+ years as a Team Lead/Principal Program Manager where you were responsible for mentoring junior team members and reviewing their work
• Demonstrated 'power user' or admin-level proficiency in at least one major CS Platform (e.g., Gainsight, Catalyst, Totango) and one Marketing Automation tool (e.g., HubSpot, Marketo, Intercom). You must be comfortable building the workflows yourself
• Strong analytical skills (Excel/Google Sheets wizardry). You can pivot data to find adoption trends, calculate retention rates, and prove the ROI of your digital campaigns without needing a data analyst for every query
• Proven ability to write compelling copy. You understand the difference between a marketing email and a transactional CS update, and you can show examples of campaigns you've designed that drove action

Benefits

• Remote First work environment
• Unlimited vacation in most of our locations!!
• Great benefits including health, dental, vision and savings plan.
• Perks such as training reimbursement, WFH reimbursement, and more.
• Diverse and dynamic teams with challenging and exciting work.
• An opportunity to have a real impact on our business.
• A great range of social activities (both in person and virtual).
• Optional in person meet-ups and the ability to travel to our international offices
• Employee referral program
• And so much more!

Company Overview

• We help organizations innovate, orchestrate, and deliver – turning bold ideas into successful outcomes. It was founded in 2007, and is headquartered in Burlington, Massachusetts, USA, with a workforce of 201-500 employees. Its website is https://www.tempo.io.