About the Role:

We are seeking an experienced and strategic Senior Program Manager, Customer Success to join our Customer Journey Strategy & Operations. In this high-impact role, you will be responsible for driving standardization of Customer Success processes between paid and unpaid customer success functions—ensuring a seamless, consistent, and value-driven experience across all customer segments.

This role is ideal for someone who thrives in cross-functional environments, is passionate about delivering exceptional customer outcomes, and has a strong understanding of both high-touch (paid) and scaled (unpaid) customer success models.

Key Responsibilities:

• Program Strategy & Execution:
  Design, implement, and manage strategic programs that align customer success functions across paid and unpaid models, optimizing consistency, efficiency, and impact.
• Process Unification:
  Partner with teams across Success, Support, Sales, Marketing, and Product to align and integrate touchpoints, engagement models, handoffs, and value delivery frameworks.
• Customer Journey Mapping:
  Develop and maintain end-to-end customer journey maps that reflect both high-touch and digital engagement models. Identify and eliminate friction points and improve overall customer experience.
• Data & Insights:
  Leverage customer data and feedback to identify trends and opportunities for improving success motion alignment. Establish and track key performance indicators (KPIs) to measure program effectiveness.
• Stakeholder Collaboration:
  Act as a central point of coordination between internal stakeholders to ensure alignment on goals, timelines, and change management initiatives.
• Enablement & Communication:
  Develop and deliver training and enablement materials to internal teams to support the rollout and adoption of unified success processes.

Qualifications:

• 8 – 10 years of experience in Customer Success, Customer Experience, Program Management, or related roles in a B2B SaaS or services environment.
• Understanding of customer success methodologies across both paid (high-touch) and unpaid (tech-touch/scaled) models.
• Proven ability to manage complex, cross-functional programs from conception through execution.
• Excellent communication, collaboration, and stakeholder management skills.
• Analytical mindset with experience using data and insights to drive decisions.
• Experience with customer success platforms (e.g., Gainsight, Totango), CRM systems (e.g., Salesforce), and collaboration tools (e.g., Confluence, Jira, Asana) is a plus.