Digital Program Success Manager

About the Role

We are looking for a proactive and customer centric Digital Success Program Manager to support our long-tail customers through scalable, data-driven engagement. This role is ideal for someone who thrives in a fast-paced environment, enjoys building cross-functional relationships, and is passionate about helping customers achieve value at scale in the Identity Verification space.

You will manage and evolve a portfolio of digital programs for lower touch accounts, ensuring customers derive maximum value from our solutions while supporting retention, adoption, and growth objectives. This role also owns end-to-end customer communication initiatives, including defining the strategy, structuring journeys, and delivering high-quality content in partnership with internal teams.

Key Responsibilities

Own the end-to-end execution of digital campaigns within Gainsight Journey Orchestrator, including:

o Critical communications

• Product led notifications for upcoming breaking changes (approximately 5 per quarter)

• ROPA changes requested quarterly by Legal

• Ad hoc compliance requirement changes

o Automated communications

• Maintain and optimise existing automated campaigns for customers under 25k ACV

• Expand journeys to include additional, value driven touchpoints where appropriate

o Focused communications

• Create quarterly, benefit led content targeted to relevant customer segments (e.g. fraud-signal adoption campaigns)

• Support internal squads by scaling their initiatives through digital customer outreach

Manage end-to-end customer communication projects, including:

o Defining communication strategy and objectives

o Designing journey structure and sequencing

o Creating, reviewing, and refining customer-facing content

o Ensuring messaging is timely, relevant, and aligned to customer lifecycle stages

• Collaborate closely with Customer Success, Product, Operations, Analytics, Marketing, and Legal teams to align digital programs with business and customer outcomes

• Partner with Customer Success leadership on strategic initiatives to define target audiences and deliver effective customer campaigns

• Maintain a shared communication calendar to ensure customer messaging is coordinated and not over-saturating customers

• Build and maintain a scalable contact management framework, enabling CSMs to correctly flag contacts for relevant campaigns

• Monitor journey performance and continuously optimise programs based on engagement metrics, adoption data, and qualitative feedback

• Leverage Gainsight data to identify opportunities for proactive engagement and automation

• Analyse program effectiveness on a quarterly basis and report on KPIs such as engagement rates, adoption metrics, and retention impact for leadership visibility

• Partner with analytics and operations teams to improve targeting accuracy and data quality

• Document processes and best practices to support the scaling of digital success efforts across the Customer Success organisation

• Provide campaign content and guidance to CSMs to support ad-hoc customer engagements

Basic Qualifications

• Experience in Customer Success, Digital Customer Experience, Lifecycle Marketing, or a related role

• Proven experience managing digital customer communication programs

• Strong project management skills with the ability to own initiatives end to end

• Experience working cross-functionally with Product, Engineering, Legal, and Go-to-Market teams

• Analytical mindset with experience using data to measure performance and inform improvements

• Strong written communication skills, with the ability to translate complex topics into clear, customer-friendly messaging

Preferred Skills

• Hands-on experience with platforms such as Gainsight Journey Orchestrator, or similar customer engagement tools

• Experience managing communications for B2B or enterprise customer segments

• Experience designing lifecycle journeys aligned to customer value and maturity

• Comfort working in fast-moving environments with competing priorities

#LI-CV

For US roles, or where applicable:

Entrust is an EEO/AA/Disabled/Veterans Employer

For Canadian roles, or where applicable:

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

If you require an accommodation, contact [email protected].

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