Customer Success Program Manager (remote - US) - Remote Eligible

Customer Success Program Manager

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Success Program Manager in the United States.

The Customer Success Program Manager will play a pivotal role in driving strategic initiatives that enhance customer experience, retention, and overall business growth. This position partners with cross-functional teams—including Customer Success, Sales, Product, and Systems—to ensure seamless execution of high-priority programs. You will translate complex initiatives into actionable plans, track progress, and remove obstacles that could hinder success. The role emphasizes operational excellence, data-driven insights, and change management to create scalable processes and measurable outcomes. Ideal candidates are proactive, highly organized, and skilled in collaborating with multiple stakeholders to achieve impactful results in a fast-paced SaaS environment.

Accountabilities

• Lead and execute high-priority programs from planning to delivery, ensuring measurable impact on customer experience and business outcomes.
• Partner with cross-functional teams to align efforts, remove roadblocks, and drive initiative adoption.
• Define program scope, success metrics, timelines, and tracking methods, ensuring clear communication with stakeholders.
• Escalate and resolve critical issues promptly, capturing lessons learned to inform future initiatives.
• Develop and maintain documentation, workflows, and reporting frameworks to drive consistency and transparency.
• Identify opportunities for process improvement, automation, and adoption of best practices.
• Analyze program data and KPIs to measure performance, identify trends, and recommend actionable improvements.