Customer Success Programs Manager

5+ years of experience in Customer Operations, Program Management, Revenue Operations, Strategy & Operations, Business Operations or consulting with direct execution ownership. Demonstrated hands-on expertise with Salesforce reporting and data structures; Gainsight or equivalent Customer Success platforms, and business intelligence tools such as Looker. Reflexive usage of generative AI along with the ability and demonstrated curiosity to create AI agents to ensure high quality deliverables, fast. Advanced proficiency with Excel for modeling, analysis, and reporting. Advanced proficiency with PowerPoint for executive-level presentations. Strong project management, organizational, and communication skills. Demonstrated ability to manage multiple complex workstreams independently. Experience working directly with senior executives in a fast-paced environment. Strong attention to detail with the ability to maintain rigor across high-volume programs. Reside within commuting distance to Fulton, MD.

Partner with Customer Success leadership and other departments to support programs tied to expansion, renewal, and advocacy initiatives. Leverage generative AI and AI agents to drive end-to-end execution of complex customer initiatives. Establish and track program-level KPIs. Provide consistent visibility into customer program health and progress for senior stakeholders. Translate complex customer and operational data into clear insights for executive consumption. Produce recurring and ad hoc reports for forecasting, health monitoring, and escalations. Maintain strong data quality and reporting integrity. Prepare executive communications including risk identification and progress tracking. Coordinate internal communications related to customer programs, escalations, and initiatives. Support executive preparation by developing presentations, summaries, and reporting.