Who are we?
Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.
Summary
The Digital Support Program Manager plays a critical role in advancing Smarsh’s digital-first support strategy. As a core member of the Digital Support team, this role oversees two major pillars of our customer experience: Knowledge-Centered Service (KCS) and our peer-to-peer online community. The Program Manager drives operational excellence, customer empowerment, and internal adoption of digital support practices by ensuring our knowledgebase and community programs are healthy, scalable, and aligned to organizational goals.
This role is both strategic and highly operational—responsible for creating the vision, managing day-to-day execution, coordinating cross-functional stakeholders, and enabling Support teams to deliver exceptional self-service experiences. By shaping how knowledge is created and shared, and by cultivating a thriving online community, the Program Manager directly impacts customer success, case deflection, and digital engagement.
About our culture
Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.