Customer Success Programs Specialist

Job Summary

Customer Success Programs Specialist is a remote, full-time position responsible for designing and operationalizing customer journey frameworks and creating resources for Customer Success Managers to enhance customer engagement and outcomes.

Key Responsibilities

• Design and maintain customer journey maps and frameworks, defining lifecycle stages and engagement strategies
• Build adoption toolkits and resources for CSMs to drive customer onboarding, value realization, and renewals
• Produce multimedia resources and coordinate cross-functional relationships to align customer-facing materials with company objectives

Required Qualifications

• Bachelor's degree in a related field or equivalent experience
• 5+ years of experience in Customer Success, Customer Success Operations, or a related function within a B2B SaaS environment
• Experience designing or operationalizing customer journey maps or lifecycle frameworks
• Experience producing lightweight multimedia assets and familiarity with CRMs or CSPs
• Proactive, self-directed working style with the ability to manage multiple projects and stakeholders