Principal Program Manager, Customer Success Enablement
$126,000–$214,900 year
RemoteUnited States
Job Summary
Partner with CX Ops, Client Support, Sales, Engineering, and executives to streamline workflows, optimize handoffs, and drive AI-enabled process transformation across the customer lifecycle. Lead end-to-end project management for strategic initiatives by scoping, resourcing, and tracking execution while designing automation tooling to improve response times and resolution quality. Analyze support volume, ticket trends, and operational data to identify root causes, build executive-ready dashboards, and develop corrective action plans that align with VP-level goals. Create SOPs, enablement resources, and training materials to support sustained adoption of new processes.
Required Qualifications
- Bachelor's degree in Business, Analytics, or a related field, or equivalent combination of education and experience
- 8-10 years of experience in Program Management, Project Management, Business Operations, Business Analysis, or a related analytical role
- Demonstrated ability to operate effectively in a fast-paced, evolving environment with ambiguity, competing priorities, and a high degree of autonomy
- Demonstrated experience implementing AI tools, automation, or technology-enabled process improvements
- Advanced proficiency with Microsoft Office Suite, including PowerPoint for executive-level presentations and communications
- Salesforce
- Salesforce Service Cloud
- Strong analytical capabilities, including SQL and Excel
- Excellent communication, presentation, and stakeholder management skills, with the ability to influence and drive alignment without direct authority
Desired Qualifications
- Project Management Professional (PMP) or similar certification
- experience supporting Client Support, CX Operations, or Sales organizations
- hands-on experience with Claude or similar AI tools
- experience with business intelligence tools such as Databricks or Sigma
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