Digital Program Manager

At Nerdio, our mission is to simplify the lives of IT professionals and maximize their Microsoft cloud and end user computing investments. 

Nerdio is hiring a Digital Program Manager to orchestrate the scaled customer experience across Customer Success. You will own the automated journeys end to end, and act as an internal consultant to the rest of the CS organization: finding friction in the customer journey and removing it with automation and agentic AI.

You will report to the Senior Manager, Digital Customer Success and work alongside the Pooled CS team, but your reach is wider: the plays you build are designed for reuse across Customer Success, so customers get one seamless experience no matter who owns the moment. This is a builder role with no named book of business. You bring the ownership and customer-first urgency of a CAM or TAM to cross-functional programs, and you are comfortable bringing structure to ambiguity.

• Own the digital journey from onboarding through adoption, value realization, renewal, and expansion readiness. Build, launch, monitor, and iterate the plays and automations at each stage.

• Build the triggers and handoffs that bring in a CAM or TAM at the right moment (health thresholds, renewal risk, expansion signals, escalations, champion changes, customer requests), following the coverage model set by the strategy lead.

• Deliver against the current and future-state journey maps owned by the strategy lead. Surface the friction points you find in the data and in the field, and close them so the experience feels the same regardless of who owns the moment.

• Lead discovery with CS teams: ticket analysis, stakeholder interviews, and data review to find where manual, repetitive, or inconsistent work hurts customers or burns CAM/TAM capacity.

• Recommend and build the fix: automation, signal-based triggers, and agentic AI. Give teams plays they can turn on today.

• Move the program from static plays to adaptive, agentic journeys for higher-complexity moments, such as personalized onboarding and automated EBR/TVR one-pagers.

• Equip CAMs and TAMs with agentic insights that make their jobs easier and return capacity to them.

• Evaluate tools, run pilots, and set guardrails so AI-driven touches are accurate, on-brand, and hand off to a human when one is needed.

• Own program and project management from discovery to launch to iteration: scope, plan, sequence, and keep a current view of the roadmap, status, and dependencies.

• Partner with Marketing on every lifecycle communication, RevOps on segmentation and metrics, Product on telemetry and in-app messaging, Support on ticket signals, and Sales on expansion.

• Prove impact. Tie each play to NRR, adoption, and risk reduction, run test-and-learn cycles, and share results broadly.

• 5+ years of experience in digital customer success, lifecycle or adoption marketing, CS operations, or program management for a scaled customer segment.

• A track record of leading cross-functional programs from idea to launch and influencing partners without direct authority.

• A consultative approach: you can run discovery, facilitate working sessions, and turn what you hear into a prioritized plan.

• Hands-on experience with CS, marketing automation, or CRM platforms, and the ability to build or configure automated journeys.

• Practical experience with, or strong curiosity about, AI agents and LLM-based workflows, and sound judgment on where AI should and should not act.

• Data fluency: you use product telemetry, health scores, and attribution to choose what to build and show what worked.

• Strong prioritization, risk management, and written and verbal communication for audiences from CAMs to executives.

• A builder mentality and comfort with ambiguity.

• Experience in B2B SaaS, cloud, or the Microsoft and MSP ecosystem.

• Experience with Partner Success or Support operations.

• Hands-on use of no-code or low-code agent builders and prompt design.