Senior Customer Programs Manager

Job Summary

Owning the post-sales experience, the full-time remote Senior Customer Programs Manager will design and implement service standards, onboarding playbooks, and customer success programs while collaborating with cross-functional teams to enhance customer satisfaction and retention.

Key responsibilities

• Define and manage the service standards and onboarding processes for various customer segments
• Synthesize customer feedback and performance metrics to drive product and service improvements
• Develop scalable enablement programs and coordinate partner onboarding processes

Required qualifications

• 5+ years of experience in Customer Success, Customer Experience, or Program Management in a B2B SaaS or cloud environment
• Proven track record of building and owning programs from scratch
• Experience with Voice of Customer programs and customer feedback systems
• Strong writing skills for creating both executive summaries and detailed process documentation
• Ability to engage effectively with both technical and non-technical stakeholders