Principal Program Manager, Customer Success Enablement
New
J
JobgetherCustomer Success Operations
United StatesFull-TimePrincipal
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 8–10 years
- Required Skills
- SQLData AnalysisSalesforceMicrosoft ExcelMicrosoft OfficeCustomer Success
Requirements
- Bachelor’s degree in Business, Analytics, or related discipline, or equivalent experience.
- 8–10 years of experience in program management, project management, business operations, or business analysis.
- Proven experience implementing AI tools, automation, or technology-enabled process improvements.
- Advanced proficiency with Microsoft Office, specifically PowerPoint for executive-level presentations.
- Advanced proficiency with Salesforce and Salesforce Service Cloud.
- Strong analytical capabilities including SQL and Excel.
- Demonstrated ability to operate independently in fast-paced, evolving environments.
- Excellent communication, presentation, stakeholder management, and executive engagement skills.
- Strong business judgment and problem-solving abilities.
- Demonstrated ability to build solutions from scratch and lead cross-functional initiatives.
- PMP or similar project management certification is preferred.
- Experience with business intelligence platforms such as Databricks or Sigma is preferred.
- Hands-on experience with Claude or comparable AI tools is preferred.
Responsibilities
- Lead enterprise-scale Customer Success and Client Support programs from strategy and scoping through execution, adoption, measurement, and continuous improvement.
- Partner with CX Operations, Client Support, Sales, Engineering/IT, and executive stakeholders to streamline workflows, improve handoffs, and strengthen the customer lifecycle.
- Develop data-driven engagement strategies for at-risk customers, identifying root causes and targeted interventions to improve retention and customer outcomes.
- Design and implement AI-powered workflows, automation, and technology solutions that improve support efficiency, response times, resolution quality, and team productivity.
- Analyze support volumes, ticket trends, customer satisfaction, operational metrics, and other performance data to identify opportunities and quantify business impact.
- Build and maintain executive-ready dashboards and reporting that track KPIs, process improvements, AI initiatives, ROI, and customer outcomes.
- Create SOPs, documentation, enablement materials, and training resources that support successful workflow implementation and sustained adoption.
View Full Description & ApplyYou'll be redirected to the employer's site
