Program Manager, Customer Success Efficiency and Scale
On-siteAtlanta, Georgia, United States
Atlanta, Georgia, United StatesOn-siteFull TimeFintechLarge
Full TimeLargeFintech
Job Summary
Own the Customer Success Efficiency and Scale roadmap, balancing user needs, business impact, and feasibility. Partner with Customer Success Managers, Sales, and other user-facing teams to identify pain points and validate opportunities for tooling, automation, AI, or self-service. Translate validated needs into clear product briefs, requirements, and launch plans while coordinating cross-functional execution with technical and operational teams. Drive adoption and iteration based on measurable outcomes to build scalable solutions that extend Customer Success impact beyond named coverage.
Required Qualifications
- 5+ years of experience in product management, program management with substantial product ownership, business operations, consulting, or a related field
- Experience leading products, platforms, workflows, or customer-facing solutions from discovery and prioritization through launch, adoption, and iteration
- Strong product sense and user empathy, with the ability to turn ambiguous qualitative and quantitative inputs into clear strategy and requirements
- A track record of leading complex, cross-functional work across technical, operational, and go-to-market teams
- Strong analytical and structured problem-solving skills, including the ability to evaluate trade-offs and design scalable solutions
- Excellent communication and influence skills, with the ability to create clarity and drive alignment across frontline teams and senior leaders
- High degree of comfort with AI tools
Desired Qualifications
- Experience building internal tools, automation, AI-enabled workflows, or self-service experiences for customer-facing or go-to-market teams
- Experience partnering with engineering, data, analytics, or AI teams to scope and deliver technical solutions
- Experience developing multi-quarter roadmaps that balance quick wins with longer-term foundational investments
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