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Tempo Software · 2 weeks ago

Manager, Digital CS Programs

United States

Full-time

Remote

Mid, Senior Level

3+ years exp

Tempo Software is a leading provider of integrated solutions for time management and resource planning. They are seeking an experienced Digital Customer Success Player/Coach to lead their growing Digital Customer Success team, bridging the gap between strategy and technical execution.

Developer ToolsEnterprise SoftwareMobileProject ManagementSaaSSoftwareSoftware Engineering

Work & Life Balance

Responsibilities

Digital CS Program Leadership & Mentorship

Lead by Example: Manage a small squad of Digital CSMs not just through direction, but through demonstration. actively participating in sprint planning and execution

Technical Mentorship: Use your deep experience as an IC to upskill your team. Teach them advanced configuration in our CS platform, best practices for email copywriting, and how to structure data for meaningful reporting

Gap Filling: Act as the primary backup and escalation point for the team. When the workload spikes or a complex technical challenge arises, you roll up your sleeves and help build the solution

Hands-On Program Architecture & Execution

Direct Contribution: Retain ownership of a specific subset of high-priority or high-complexity digital programs (e.g., the renewal risk mitigation flow or the new product launch journey)

Tool Administration: Serve as a "power user" of our CS tech stack (e.g., Gainsight, Intercom). You will personally configure triggers and set up automation rules alongside your team

Content Creation + Adaptation: Adapt content from our enablement team to drive users to better adopt and get value from our products. You know what good content looks like because you’ve written it before, and you ensure the team’s output meets that high standard

Data-Driven Strategy & Cross-Functional Alignment

Analyze & Optimize: Dive into the data yourself. You won't just review reports; you will query the data to find engagement gaps, identifying exactly where users drop off in the journey and hypothesizing solutions

Product & Sales Interlock: Represent the Digital CS function in cross-functional meetings. You will translate the technical limitations and opportunities of our digital programs to Product, Marketing, and Sales leadership

Experimentation Framework: Design the A/B testing strategy for the team. You will set the standards for how we test subject lines, CTA placement, and intervention timing to ensure statistical significance

Qualification

Digital Customer SuccessProgram ManagementCS Platform ProficiencyData AnalysisContent StrategyLeadershipMentorshipCollaboration

Required

3+ years specifically focused on Digital/Tech-Touch/Scale programs

At least 1+ year of formal people management experience OR 2+ years as a Team Lead/Principal Program Manager where you were responsible for mentoring junior team members and reviewing their work

Demonstrated 'power user' or admin-level proficiency in at least one major CS Platform (e.g., Gainsight, Catalyst, Totango) and one Marketing Automation tool (e.g., HubSpot, Marketo, Intercom). You must be comfortable building the workflows yourself

Strong analytical skills (Excel/Google Sheets wizardry). You can pivot data to find adoption trends, calculate retention rates, and prove the ROI of your digital campaigns without needing a data analyst for every query

Proven ability to write compelling copy. You understand the difference between a marketing email and a transactional CS update, and you can show examples of campaigns you've designed that drove action