Program Manager - Customer Success
Core
Own day-to-day operations of the Customer Success team, building scalable processes to drive retention, upsells, and product adoption for B2B SaaS customers.
Role type
Program Manager, Customer Success
Builds
Scalable CS processes, playbooks, and operational systems for a fast-growing B2B SaaS company.
Domain
B2B SaaS, Customer Success Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
B2B SaaS customer success experience, program management or CS ops, process optimization, cross-functional collaboration, scaling operations
Preferred skills
Experience in hyper-growth startups, ability to bring order to chaos
Responsibilities
Run day-to-day CS team operations including onboarding, adoption tracking, and renewals; Build and optimize repeatable systems and playbooks; Enable CSMs with insights and structure; Execute cross-functional initiatives to influence retention and team efficiency; Connect product, sales, and CS teams to ensure alignment.