Transformation & Strategic Programs, Senior Manager (Customer Success)
Core
Leading large-scale, cross-functional initiatives and new product launches within the Customer Success organization to drive business strategy and customer experience.
Role type
Senior Program Manager (Customer Success)
Builds
Cross-organizational programs, product launch processes, and delivery models for Customer Success strategies.
Domain
SaaS / Customer Success / AI CRM
Deliverable
product features
Required skills
Program management, product launch, cross-functional collaboration, stakeholder alignment, agile methodologies, strategic planning, risk mitigation, process improvement, sprint planning, team enablement
Preferred skills
Scrum Master certification (CSM), PMI or PrMI certification
Technologies
Salesforce products, Agile frameworks
Responsibilities
Drive strategic development of large-scale cross-organizational programs; bridge gaps between cross-functional teams to realize program vision; build cross-functional relationships and drive stakeholder alignment; partner with Experience teams to influence technology and process building; collaborate with Product Architects and Success Managers to design delivery models; lead program plans and launch activities through stage gate processes; partner with Business Technology teams for staffing and capacity planning; lead team calls and executive Steerco meetings; anticipate problems and escalate gaps; foster cross-team collaboration and fearless decision making; develop and govern PMO best practices; define and improve program launch processes; serve as product owner for sprint planning; train cross-functional teams on program management disciplines.
Seniority
Senior, hands-on IC