Senior Customer Communications & Programs Manager
Core
Build scalable frameworks, playbooks, and programs to ensure consistent, customer-centric communications across the lifecycle, enabling cross-functional teams to communicate effectively at scale.
Role type
Senior Customer Communications & Programs Manager
Builds
Customer education programs, webinar series, communication templates, and portal content governance
Domain
Fintech / B2B SaaS
Deliverable
product features
Required skills
Program management, cross-functional stakeholder alignment, communication framework design, template/guideline development, KPI definition and monitoring, customer education program execution, channel integration, AI/automation leverage
Preferred skills
Experience in B2B technology, SaaS, or fintech; ability to translate technical information for diverse audiences
Technologies
Marketing automation, CRM, customer portals, content management systems, webinar platforms
Responsibilities
Build and manage scalable approaches for email, portal, webinars, and in-product messaging; Establish playbooks and review processes for service alerts, maintenance, and product updates; Develop templates and training to empower business teams; Lead planning and execution of customer education programs; Define and monitor KPIs for engagement and channel effectiveness
Seniority
Senior, hands-on IC
