Digital Customer Success Program Manager

Event Temple is a high-growth technology company headquartered in Vancouver, BC. We’re the world’s leading Hotel Sales & Catering software and have been ranked #1 in the Hotel Tech Awards for six consecutive years. Our mission is to become the world’s largest and most respected sales and catering software for hotels while creating success, happiness and growth for our customers, team and communities.

We’re looking for a Digital Customer Success Program Manager to build and scale our digital customer experience.

Your mission is simple: help thousands of customers become successful with Event Temple without requiring one-to-one interactions.

You’ll own the programs, education, automation and customer journeys that help customers get value faster, adopt more of our product, and stay customers longer. You’ll partner closely with Customer Success, Product, Engineering, Sales and Marketing to continuously improve the customer experience using digital experiences, automation and AI.

This is a builder role. We’re looking for someone who has done this before and wants to create a best-in-class digital customer success program.

• Own the customer journey from closed-won through onboarding, activation and adoption.
• Build and continuously improve our digital customer success strategy.
• Create and scale customer education, including video training, knowledge base content, product guides and self-service learning.
• Own our in-app guidance and product education using tools such as Pendo, Appcues or similar platforms.
• Plan and execute customer communications for product launches, beta programs and new feature adoption.
• Measure and improve customer activation, product adoption, NPS and customer segmentation.
• Identify opportunities to automate customer journeys so more work is completed without human intervention.
• Leverage AI to improve the customer experience and increase team efficiency.
• Work cross-functionally with Customer Success, Product, Engineering, Sales and Marketing to continuously improve the customer lifecycle.

• Experience building and scaling digital customer success programs for thousands of SMB SaaS customers.
• Experience with digital onboarding, customer education, product adoption and one-to-many customer success.
• Experience with customer education platforms, in-app guidance and lifecycle automation.
• Experience with tools such as Pendo, Appcues or similar platforms.
• Strong analytical, project management and execution skills.
• Demonstrated interest in AI and applying it to improve customer outcomes.
• Based in Vancouver, BC.

• You take ownership and are highly accountable.
• You move quickly and proactively.
• You enjoy building systems that scale.
• You solve problems with automation before adding people.
• You have a track record of turning ideas into measurable business results.

This is an opportunity to build a new function at one of the fastest-growing hotel technology companies in the world. You’ll have the autonomy to create the digital customer experience from the ground up and directly influence customer activation, product adoption, retention and the future of AI at Event Temple.

Salary range: 80k to 110k CAD annually (the final range will be defined based on experience).

We don't offer relocation support for this job posting