Customer Experience Program Manager

Job Summary

Owning the design and continuous improvement of the post-sale customer journey, the full-time Customer Experience Program Manager will manage customer experience programs, ensuring measurable outcomes and driving revenue retention in a remote environment.

Key Responsibilities

• Map and document the end-to-end customer journey, defining key milestones and engagement points across all customer segments
• Design, launch, and manage customer experience programs, overseeing scoping, timelines, and post-launch measurement
• Monitor key metrics to prioritize and build programs that drive Gross and Net Revenue Retention outcomes

Required Qualifications

• 3-5 years of experience in program or project management, customer experience, or customer success within SaaS or technology sectors
• Proven experience designing and documenting customer journeys across varied engagement models
• Strong data-driven mindset with the ability to define metrics and analyze program impact
• Hands-on proficiency with customer success and workflow platforms such as Salesforce or equivalent tools
• Experience driving transformation initiatives within complex, multi-product organizations