Customer Experience Program Manager: Product Support
Core
Operational center of gravity for Customer Success, Support, and PreSales Solutions Engineering, owning the customer flow from POC to ongoing support.
Role type
Senior Customer Experience Program Manager
Builds
CX operating cadence, support workflows, and engineering cycle planning
Domain
B2B SaaS, Digital Identity, Security
Deliverable
dashboards & analysis
Required skills
Program management, Support queue management, SLA enforcement, Ticketing platform administration, Technical triage, Process documentation, AI tooling, Stakeholder management
Preferred skills
Security/IAM concepts, B2B SaaS experience, Knowledge base creation, SOC 2 experience
Technologies
Pylon, Linear, HubSpot, SAML, OIDC, OAuth, SCIM, SSO
Responsibilities
Own CX operating cadence and planning; Maintain CX program artifacts and workflows; Route inbound tickets and enforce SLAs; Report on queue health metrics; Run CX side of engineering cycle planning; Own L1 ticket resolution and onboarding; Administer support platform configuration; Partner with Ops on AI program integration
Seniority
Senior, hands-on IC