Digital Programs Project Manager

Cloudflare

  • San Francisco, CA
  • Permanent
  • Full-time
  • 1 month ago
About UsAt Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world's largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine's Top Company Cultures list and ranked among the World's Most Innovative Companies by Fast Company.We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!About the departmentWe are looking for a data-driven and strategic Gainsight Administrator / Digital Programs Project Manager to lead the optimization and automation of our Customer Success operations. In this role, you will serve as the primary owner of Gainsight, responsible for designing, implementing, and scaling digital engagement programs that drive customer retention, adoption, and satisfaction.You'll collaborate closely with cross-functional teams including Customer Success, Sales, Product, and Marketing to ensure our customer experience is proactive, data-informed, and scalable. If you are passionate about digital customer journeys, intelligent automation, and operational excellence, this role is for you.What you'll do:Gainsight Administration & Strategy
  • Serve as the lead administrator and strategist for Gainsight, managing platform configuration, health scores, CTAs, playbooks, success plans, and timeline activities.
  • Build and optimize automated customer journeys using Gainsight Journey Orchestrator, Rules Engine, and Programs to scale outreach and engagement.
  • Design dashboards and reports for leadership and CSMs, ensuring visibility into customer health, lifecycle stages, and key KPIs.
  • Maintain data integrity and collaborate with RevOps and IT to align Gainsight with Salesforce and other source systems.
Partner with CS leadership to design scalable processes and drive Digital Customer Success initiatives.Digital Program Management
  • Drive cross-functional projects focused on automating and improving digital touchpoints across the customer journey (e.g., onboarding, adoption, renewals).
  • Own the roadmap for Gainsight improvements and integrations that support business outcomes.
  • Facilitate requirements gathering, testing, and deployment of new Gainsight features or configurations.
  • Train internal users and create documentation to ensure adoption and effectiveness of tools and processes.
Requirements:
  • 6+ years of hands-on Gainsight administration experience, including configuration of Rules Engine, Journey Orchestrator, CTAs, dashboards, and health scores, data designer, and APIs.
  • Strong understanding of Customer Success processes and digital engagement models (tech-touch, hybrid-touch).
  • Gainsight Admin Certification.
  • Experience in digital program or project management, preferably in a SaaS or customer-facing environment.
  • Proficiency in Salesforce and experience managing data flows between systems.
  • Highly analytical and process-oriented; experience in reporting and metrics analysis.
  • Exceptional communication and stakeholder management skills.
  • Bachelor's degree in Business, Information Systems, or a related field.
What Makes Cloudflare Special?We're not just a highly ambitious, large-scale technology company. We're a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare's enterprise customers--at no cost.: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.: We released to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here's the deal - we don't store client IP addresses never, ever. We will continue to abide by our and ensure that no user data is sold to advertisers or used to target consumers.Sound like something you'd like to be a part of? We'd love to hear from you!This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.

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