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 We Do
Cloudflare, Inc. (NYSE: NET) is the leading connectivity cloud company on a mission to help build a better Internet. It empowers organizations to make their employees, applications and networks faster and more secure everywhere, while reducing complexity and cost. Cloudflare’s connectivity cloud delivers the most full-featured, unified platform of cloud-native products and developer tools, so any organization can gain the control they need to work, develop, and accelerate their business.
Powered by one of the world’s largest and most interconnected networks, Cloudflare blocks billions of threats online for its customers every day. It is trusted by millions of organizations – from the largest brands to entrepreneurs and small businesses to nonprofits, humanitarian groups, and governments across the globe.
Why Work With Us
Cloudflare employees come from all walks of life. We are mission-driven, and our team is energized by a collaborative, creative environment that celebrates our differences and fosters new ways to grow together.
Gallery
Cloudflare Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We are committed to developing a global team that is distributed with a flexible working approach. Doing this equitably and inclusively is essential to our success. Visit our careers site for more on 'How & Where We Work.'
