Senior Digital Program Manager

Our Mission:

6sense's mission is to multiply what matters: growth, retention, and efficiency. We envision a future where companies, teams and people reach their full potential.

Our People:

People are the heart and soul of 6sense. We serve with passion and purpose. We live by our Being 6sense values of Win as One Team, Stay Curious, Do The Right Thing, Own the Outcome, and Create Belonging.

About the Role

6sense is hiring a Senior Digital Program Manager to build and run the digital engagement engine for our Customer Success organization. This is a hybrid role: an expert-level Gainsight builder, program lead, and strategist. You will own the platform and the quality of what gets built on it: the journeys, programs, and measurement that put CS strategy into action at scale.

You will partner closely with CS Leadership, CS Operations, Marketing, Product, and Support. You are not a ticket-taker: you identify the gaps, propose the program, build it, launch it, and prove its impact.

What This Role Is - And Isn't

This role is for someone who has done this before and does not need a runway. We need a builder and program owner, not a resource waiting to be directed.

• You move fast and ship. Journeys launch in weeks, not months.
• You lead, not just execute. Bring a proposed program, a business case, and a plan.
• You flag blockers immediately, with a recommendation attached.
• You own your backlog and drive to resolution.
• You know the difference between 'I need input' and 'I need permission.'

Key Responsibilities

• Own the strategy, roadmap, and calendar for CS digital programs across the customer lifecycle: onboarding, adoption, value realization, renewal, and expansion.
• Design and launch segment-level programs and journeys aligned to customer segmentation, health scoring, and CS coverage models.
• Build the business case for each program and prioritize the roadmap with CS Leadership.
• Act as project and program lead for cross-functional digital initiatives.
• Design and build automated journeys in Gainsight, including conditional logic, multi-step triggers, and data-driven audiences.
• Create, manage, and optimize email programs and in-app campaigns; own campaign hygiene and governance.
• Identify and quantify engagement gaps and turn them into prioritized programs and recommendations.
• Serve as the primary Gainsight Lead for Customer Success, owning building, data integrity, and platform health.
• Ensure Snowflake, Salesforce, and other connector data ingestion into Gainsight is usable for customer lifecycle programs.
• Build and maintain dashboards and reports for CS Leadership, and track journey and program performance.
• Translate CS Leadership priorities and CS Ops workflows into programs and Gainsight builds.

Qualifications

• 4-6+ years in Customer Success Operations, Digital/Scaled Customer Success, or lifecycle programs, including 3-5 years of hands-on Gainsight building.
• Proven experience designing, building, and managing Journey Orchestrator programs and email campaigns.
• Demonstrated program or project leadership with measurable outcomes.
• Strong understanding of the Gainsight data model, connectors, and Rules Engine.
• Experience with Snowflake-to-Gainsight data ingestion and Salesforce integrations.
• Working knowledge of customer lifecycle management, segmentation, and health scoring in a B2B SaaS environment.
• Ability to work independently and manage competing priorities.
• Strong written and verbal communication with executive presence.

Nice to Have

• Gainsight Admin certification.
• Experience with health scoring model design and maintenance.
• Hands-on experience with Pendo, including in-app guides and behavioral segments.
• Experience using Claude, Microsoft Copilot, and Workato to accelerate content creation and automate workflows.
• Experience with lifecycle marketing, in-app messaging, or digital customer success programs at scale.
• Experience with Tableau or similar BI tools; familiarity with SQL.

What Success Looks Like

First 15 days: The Gainsight digital programs have been reviewed and the backlog is prioritized and agreed with CS Ops and CS Leadership. At least one digital journey is live in production.

Within 30 days: Existing journeys have been updated and new programs are being launched. A strategic program roadmap for the Commercial book is reviewed and approved by CS Leadership.

Within 45 days: Engagement gaps prioritized by CS Leadership have programs in market, with measurable movement in reach and engagement.

Benefits

Base Salary Range: $92,812.50 - $136,125.00. Actual salaries may vary. Benefits include generous health insurance coverage, life and disability insurance, a 401K employer matching program, paid holidays, self-care days, and paid time off. Full-time employees can take advantage of paid parental leave, quarterly self-care days off, and stock options. We host quarterly wellness education sessions and offer LinkedIn Learning access.

Equal Opportunity Employer

6sense is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.