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About the department
We are looking for a data-driven and strategic Digital Programs Project Manager to lead the optimization and automation of our Customer Success operations. In this role, you will serve as the primary owner of our CS system, responsible for designing, implementing, and scaling digital engagement programs that drive customer retention, adoption, and satisfaction.
You'll collaborate closely with cross-functional teams including Customer Success, Sales, Product, and Marketing to ensure our customer experience is proactive, data-informed, and scalable. If you are passionate about digital customer journeys, intelligent automation, and operational excellence, this role is for you.
What you'll do:
System Administration & Strategy
Requirements:
We are looking for a data-driven and strategic Digital Programs Project Manager to lead the optimization and automation of our Customer Success operations. In this role, you will serve as the primary owner of our CS system, responsible for designing, implementing, and scaling digital engagement programs that drive customer retention, adoption, and satisfaction.
You'll collaborate closely with cross-functional teams including Customer Success, Sales, Product, and Marketing to ensure our customer experience is proactive, data-informed, and scalable. If you are passionate about digital customer journeys, intelligent automation, and operational excellence, this role is for you.
What you'll do:
System Administration & Strategy
- Serve as the lead administrator and strategist for Gainsight, managing platform configuration, health scores, CTAs, playbooks, success plans, and timeline activities.
- Build and optimize automated customer journeys using Gainsight Journey Orchestrator, Rules Engine, and Programs to scale outreach and engagement.
- Design dashboards and reports for leadership and CSMs, ensuring visibility into customer health, lifecycle stages, and key KPIs.
- Maintain data integrity and collaborate with RevOps and IT to align Gainsight with Salesforce and other source systems.
Partner with CS leadership to design scalable processes and drive Digital Customer Success initiatives.
- Drive cross-functional projects focused on automating and improving digital touchpoints across the customer journey (e.g., onboarding, adoption, renewals).
- Own the roadmap for Gainsight improvements and integrations that support business outcomes.
- Facilitate requirements gathering, testing, and deployment of new Gainsight features or configurations.
- Train internal users and create documentation to ensure adoption and effectiveness of tools and processes.
Requirements:
- 6+ years of hands-on Gainsight administration experience, including configuration of Rules Engine, Journey Orchestrator, CTAs, dashboards, and health scores, data designer, and APIs.
- Strong understanding of Customer Success processes and digital engagement models (tech-touch, hybrid-touch).
- Gainsight Admin Certification.
- Experience in digital program or project management, preferably in a SaaS or customer-facing environment.
- Proficiency in Salesforce and experience managing data flows between systems.
- Highly analytical and process-oriented; experience in reporting and metrics analysis.
- Exceptional communication and stakeholder management skills.
- Bachelor's degree in Business, Information Systems, or a related field.
What you need to know about the Manchester Tech Scene
Home to a £5 billion digital ecosystem, including MediaCity, which consists of major players like the BBC, ITV and Ericsson, Manchester is one of the U.K.'s top digital tech hubs, at the forefront of advancements in film, television and emerging sectors like as e-sports, while also fostering a community of professionals dedicated to pushing creative and technological boundaries.
