Program Manager, Customer Experience
IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2–5 years
- Required Skills
- SQLSalesforceMicrosoft ExcelSaaSHubSpotGoogle Sheets
Requirements
- 2–5 years of experience in Program Management, Customer Success Operations, Implementation, Service Delivery, RevOps, or related SaaS post-sales roles.
- Proven ability to manage complex, cross-functional initiatives with measurable business impact.
- Strong structured thinking with the ability to turn ambiguous problems into actionable programs with clear milestones and KPIs.
- Excellent communication skills, with confidence engaging both senior stakeholders and cross-functional teams.
- Strong analytical skills with proficiency in Excel/Google Sheets; familiarity with dashboards, BI tools, or SQL is a plus.
- Experience working across customer lifecycle areas such as onboarding, adoption, renewals, or support optimization.
- Strong ownership mindset with the ability to influence without authority and drive organizational alignment.
- Exposure to SaaS tools such as Salesforce, HubSpot, Gainsight, Jira, or Zendesk is an advantage.
Responsibilities
- Identify friction across the customer lifecycle using data insights and hands-on enterprise deployment experience, and convert these into structured, scalable Customer Experience programs.
- Own end-to-end delivery of enterprise customer implementations, ensuring smooth onboarding, strong adoption, and accelerated time-to-value.
- Lead cross-functional CX initiatives such as onboarding redesign, health scoring, SLAs, support routing, QBR frameworks, and AI-driven workflow improvements.
- Define program governance, operating cadences, success metrics, and dashboards to ensure visibility and measurable impact.
- Align stakeholders across Sales, Customer Success, Support, Product, Engineering, and Operations to drive accountability and execution.
- Develop playbooks, documentation, and enablement materials to standardize repeatable customer success motions.
- Track program performance, manage risks, and provide leadership with clear reporting on progress, dependencies, and outcomes.
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