Digital Program Manager

Description:

Magnet Forensics, a global leader in digital investigative software solutions, is looking to hire a Digital Program Manager (officially titled Digital Customer Success Content Manager) to join their remote Canadian team. This dynamic role is pivotal in enhancing customer experience and success through strategic digital content. The successful candidate will lead the creation and management of educational content, digital customer communication, and online community engagement for Magnet’s growing user base.

You will be part of a mission-driven organization committed to helping protect communities, organizations, and national interests through innovative software solutions. Magnet Forensics fosters a collaborative, inclusive culture, where your contributions will make a global impact.

Key Responsibilities:

Email & Content Strategy

• Develop product-specific email journeys aligned with lifecycle stages: onboarding, adoption, renewal, and more.

• Create and manage content that empowers customers—tutorials, guides, feature updates, and spotlights.

• Align communication with Product, Marketing, and Customer Success teams.

Persona-Based Content Development

• Customize messages based on customer personas and industries for maximum relevance and clarity.

• Define Objectives and Key Results (OKRs) and optimize content based on performance metrics.

Customer Community Development

• Launch and manage an online Customer Community platform.

• Drive engagement via peer discussions, campaigns, webinars, and curated resources.

• Foster collaboration and knowledge-sharing among customers.

Product & Feature Update Communication

• Create informative digital content on new features and roadmap updates.

• Ensure customer awareness and readiness to adopt new functionality.

Cross-Functional Collaboration

• Identify and promote customer success stories internally.

• Partner with the Enablement team to produce videos, documentation, and guides.

• Maintain content calendars and collaborate across departments to gather feedback and ensure messaging alignment.

Required Skills and Abilities:

• 5+ years of relevant experience, especially in SaaS or digital customer engagement roles

• Strong writing/editing skills to simplify complex concepts

• Experience in community platform management or launches

• Deep understanding of customer lifecycle communication

• Familiarity with tools like Gainsight, HubSpot, or similar

• Capable of working independently while managing multiple tasks in a fast-paced, collaborative setting

Personal Attributes (Aligned with Magnet CODE):

• CARE: Compassionate, mission-driven mindset

• OWN: Takes responsibility with integrity and respect

• DEDICATE: Fully committed to serving customers and supporting their mission

• EVOLVE: Always learning and improving through innovation and teamwork

Compensation:

• CAD Salary Range:

  • Minimum: $76,300/year (~$6,358/month)

  • Midpoint: $109,000/year (~$9,083/month)

  • Maximum: $130,800/year (~$10,900/month)

Benefits:

• Competitive salary with performance incentives

• Generous time off and volunteer opportunities

• Recognition programs and employee committees

• Healthcare and retirement benefits

• Commitment to learning, diversity, and inclusion