Strategic Customer Experience & Success Programs Manager
Core
Design and scale strategic customer success programs, systems, and playbooks to retain, grow, and delight enterprise customers while enabling the Customer Success team to operate effectively at scale.
Role type
Senior Customer Experience & Success Programs Manager
Builds
Scalable customer success programs, engagement playbooks, health scoring models, and cross-functional feedback loops.
Domain
SaaS / Customer Success / Workflow Automation
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Customer Success program design, analytical mindset, cross-functional project leadership, strategic program scaling, change management, data-driven decision making
Preferred skills
High-growth SaaS experience, Customer Success tooling (Gainsight, Catalyst, Vitally, Salesforce, HubSpot), technical product exposure, Voice of the Customer program building
Technologies
Gainsight, Catalyst, Vitally, Salesforce, HubSpot
Responsibilities
Design and improve strategic programs across onboarding, adoption, QBRs, renewals, and executive escalations; Develop customer segmentation strategies and codify engagement models; Build and maintain customer health scoring models; Lead cross-functional initiatives like customer advisory boards and product feedback loops; Drive adoption of new Customer Success tools and processes.
Seniority
Senior, hands-on IC
