Customer Programs Manager
New
Based in the United StatesFull-TimeMiddle
Salary$125,000 – $145,000 USD
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementData AnalysisCRMCustomer Success
Requirements
- 5+ years of experience in Customer Success, Customer Experience, Program Management, or a related field, preferably within B2B SaaS, cloud infrastructure, or technology companies.
- Proven experience creating and managing customer programs from concept through execution and measurement.
- Demonstrated ability to build scalable processes and operational frameworks in a fast-growing environment.
- Strong experience with Voice of Customer initiatives, including NPS, CSAT, customer feedback analysis, and customer insights programs.
- Ability to translate qualitative and quantitative data into actionable business recommendations.
- Strong communication skills with the ability to collaborate effectively with technical and executive stakeholders.
- Excellent writing and documentation abilities, including creating executive presentations, process documentation, and operational playbooks.
- Strong project management skills with the ability to prioritize multiple initiatives and deliver measurable results.
- Customer-first mindset with a proactive approach to identifying challenges and opportunities.
- Experience working with customer success platforms, analytics tools, CRM systems, or support technologies.
Responsibilities
- Design and implement scalable post-sales programs, including onboarding frameworks, service standards, escalation processes, and customer experience playbooks.
- Build and manage a Voice of Customer program by analyzing CSAT, NPS, retention signals, support trends, and customer feedback.
- Transform customer insights into actionable recommendations that influence product priorities, support strategies, and customer success initiatives.
- Develop customer enablement programs, including educational content, certification paths, and self-service resources.
- Partner with internal enablement teams to ensure customer education initiatives are aligned with business goals.
- Create onboarding strategies for enterprise customers, partners, and complex customer segments.
- Define and monitor program success metrics, including onboarding completion, time-to-value, customer satisfaction, and retention.
- Collaborate with Product, Support, Sales, and Customer Success teams to improve operational readiness.
- Develop documentation, workflows, and operational frameworks to enable consistent experiences at scale.
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