Customer Programs Manager
$125,000–$145,000 year
RemoteUnited States
Job Summary
Define post-sales service standards, escalation protocols, and onboarding playbooks across self-serve, white-label, and enterprise segments. Synthesize CSAT, NPS, and churn signals into actionable insights for Product and Support teams. Build scalable enablement programs, certification paths, and self-service resources to accelerate time-to-value. Design end-to-end partner and enterprise onboarding machines, including readiness checklists and handoff criteria from Sales to delivery. Track program health using leading and lagging indicators, adjusting strategies based on retention, expansion, and ticket trends. Flag feature gaps and service risks to Product before major releases.
Required Qualifications
- 5+ years in Customer Success, Customer Experience, or Program Management
- Experience owning programs end-to-end
- Experience building something from scratch
- Ability to describe exactly what was launched, how it was measured, and what would be done differently
- Comfort moving between technical and non-technical stakeholders
- Ability to hold a conversation with a solutions engineer and a CMO in the same afternoon
- Real experience with VOC programs, NPS/CSAT frameworks, or customer feedback systems
- Ability to turn data into decisions that people actually act on
- Ability to write clearly and precisely
- A bias toward action
- Low tolerance for documentation that never turns into programs
Desired Qualifications
- Experience in B2B SaaS or cloud infrastructure
- Experience with white-label, OEM, or channel partner models
- Background in cloud storage, infrastructure, or developer tooling
- Familiarity with modern CS platforms (Gainsight, Totango, ChurnZero) or support tooling
- Experience with data and reporting infrastructure that feeds program measurement
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