The Opportunity: Customer Success Program Manager
LifeLoop is seeking a Customer Success Program Manager to build the systems and scaled engagement programs that help our customers get more value from our platform, and help our CS team do more without stretching further. This is a newly created, high-impact role designed to evolve how we drive adoption, surface risk early, and engage customers between touchpoints. This role reports to the Sr. Manager of Customer Success.
Our Customer Success Managers work across a complex, multi-product customer base - LifeLoop, iN2L, and Linked Senior - each with its own adoption dynamics, user types, and platform maturity. Currently, CSMs serve as the primary engine for every customer interaction, from strategic relationship work down to reactive engagement questions. That model works, but it limits how much proactive, high-value adoption-based work any one CSM can do.
The Customer Success Program Manager changes that equation. You'll build the adoption programs, usage reporting infrastructure, and customer enablement resources that work between CSM conversations - creating a scalable layer of engagement that surfaces problems earlier, drives behavior change more consistently, and frees our CSMs to focus on the relationships and conversations that matter most.
This is a builder's role. You'll own projects from strategy through execution and collaborate closely with CSMs, Onboarding, Support, and product stakeholders. If you are energized by designing systems that scale, thrive on connecting data to action, and care deeply about the customers behind the metrics, this is the role for you.
To be clear about scope: this is not a product management or customer success management role - it's the layer that turns cross-team signals into scalable strategy. And manual, one-off customer reporting stays with the CSM until our underlying reporting system can deliver it at scale; this role does not take over ad hoc report generation from CSMs.
What can you expect the role to look like:
Data Intelligence & Governance
- Sit at the intersection of product usage data, customer interviews, Gong call insights, Salesforce data, and renewal risk signals - using AI to synthesize what's driving or blocking adoption across LifeLoop, iN2L, and Linked Senior and turning those into actionable programs
- Test and validate adoption approaches (e.g., structured A/B testing) before translating validated insights into at-scale strategies, playbooks, and tools that CSMs use to drive adoption
- Define the health indicators and early warning signals that should trigger CSM outreach
- Establish a governance structure to ensure delivery of program objectives and accountability for measuring results
Cross-Functional Strategy & Influence
- Partner with Product, Onboarding, Enablement, Support, and Customer Success to turn cross-team signals into scalable adoption strategies
- Use validated adoption insights to influence LifeLoop's next “bets,” including signal-backed actions, product roadmap changes, and system and tooling recommendations
- Inform other teams on how to engage customers based on adoption patterns (e.g., surfacing high-touch engagement trends that could shape marketing outreach, or informing how in-product guided-enablement tools are used for more targeted training)
- Own the design and creation of adoption-focused initiatives that feed the CS team's quarterly rocks (e.g., building the strategy and playbooks CSMs execute against, while CSMs contribute the customer-facing time needed to deliver on them)
Adoption Programs & Lifecycle Engagement
- Connect customer maturity with adoption frameworks that support customers as they move along the journey toward their goals
- Design and run segmented, trigger-based adoption programs tailored to customer type, product line, and lifecycle stage
- Build automated re-engagement sequences for communities affected by high staff turnover, a recurring challenge in the senior living operator space
- Develop module-specific enablement resources for LifeLoop's multi-module platform, addressing the variety of end users across senior living operators and communities
- Collaborate with the Customer Services team (Onboarding, Education & Enablement) to ensure programs align with what customers are learning and experiencing early in their journey
Customer Community Management
- Build and manage a customer peer learning community, where operators can share best practices, surface product tips, and learn from one another
- Develop a stronger, more proactive customer champions program that can help carry adoption goals back into their organizations and communities to drive best practices
What Will Help You Stand Out:
- Prior experience designing and executing customer adoption or lifecycle programs in a SaaS environment
- Comfort working with usage data and customer health tooling (Power BI, Salesforce CRM Analytics, or equivalent)
- Experience with marketing automation, customer engagement platforms, or lifecycle tooling
- Background in content or curriculum development for customer enablement
- Experience building or managing an online customer community or peer learning forum
- Exposure to senior living, healthcare, or care technology is a plus - but curiosity about the people our customers serve matters more
- LifeLoop product experience, including official product certification
- Proficient in Microsoft Office products, Salesforce, Slack, and AI tools (e.g., Claude, OpenAI)
30/60/90 Onboarding Plan
First 30 Days
- LifeLoop Ops Product certification (if needed only)
- Licensing for tools: Salesforce, Gong, Claude, etc. (if needed only)
- If applicable, lead the transition of your current role - handing off existing duties and responsibilities to your successor
- Engage the CSM team at minimum through existing team meetings, and ideally through individual 1:1s, to begin building relationships
- Inventory all current rocks, projects, and data sources across the CS team, and document prioritization at both the business and CSM team level
- Identify who you need to interview and what you need to learn heading into the 31–60 day discovery period, to help pinpoint the adoption areas to address first
31–60 Days
- Internal: Conduct the discovery interviews identified in the first 30 days - CSMs, cross-functional stakeholders, and CS leadership - to validate the rocks, projects, and priorities inventoried in month one
- Customers: Using internal interviews and Gong insights, determine the top 10 customers we should engage for building adoption best practices and additional feedback
- Complete an audit of existing adoption programs, usage reporting, and enablement resources - identify gaps and quick wins, using interview findings to sharpen priorities
- Assess current customer data and reporting landscape; form initial recommendations on tooling and dashboard improvements
- Begin drafting initial program roadmap with prioritized 90-day initiatives, grounded in interview findings and the month-one inventory
61–90 Days
- LifeLoop Operations University certified (if needed only)
- Present adoption program roadmap proposal to CS leadership for alignment and prioritization
- Kick off one adoption program initiative surfaced during discovery, with measurable success criteria defined
- Begin participating in risk, renewals, and team strategy meetings
What Will Help You Stand Out:
- Prior experience designing and executing customer adoption or lifecycle programs in a SaaS environment
- Comfort working with usage data and customer health tooling (Power BI, Salesforce CRM Analytics, or equivalent)
- Experience with marketing automation, customer engagement platforms, or lifecycle tooling
- Background in content or curriculum development for customer enablement
- Experience building or managing an online customer community or peer learning forum
- Exposure to senior living, healthcare, or care technology is a plus - but curiosity about the people our customers serve matters more
- LifeLoop product experience, including official product certification
- Proficient in Microsoft Office products, Salesforce, Slack, and AI tools (e.g., Claude, OpenAI)
30/60/90 Onboarding Plan
First 30 Days
- LifeLoop Ops Product certification (if needed only)
- Licensing for tools: Salesforce, Gong, Claude, etc. (if needed only)
- If applicable, lead the transition of your current role - handing off existing duties and responsibilities to your successor
- Engage the CSM team at minimum through existing team meetings, and ideally through individual 1:1s, to begin building relationships
- Inventory all current rocks, projects, and data sources across the CS team, and document prioritization at both the business and CSM team level
- Identify who you need to interview and what you need to learn heading into the 31–60 day discovery period, to help pinpoint the adoption areas to address first
31–60 Days
- Internal: Conduct the discovery interviews identified in the first 30 days - CSMs, cross-functional stakeholders, and CS leadership - to validate the rocks, projects, and priorities inventoried in month one
- Customers: Using internal interviews and Gong insights, determine the top 10 customers we should engage for building adoption best practices and additional feedback
- Complete an audit of existing adoption programs, usage reporting, and enablement resources - identify gaps and quick wins, using interview findings to sharpen priorities
- Assess current customer data and reporting landscape; form initial recommendations on tooling and dashboard improvements
- Begin drafting initial program roadmap with prioritized 90-day initiatives, grounded in interview findings and the month-one inventory
61–90 Days
- LifeLoop Operations University certified (if needed only)
- Present adoption program roadmap proposal to CS leadership for alignment and prioritization
- Kick off one adoption program initiative surfaced during discovery, with measurable success criteria defined
- Begin participating in risk, renewals, and team strategy meetings