This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Programs Manager based in the United States.
This role offers the opportunity to shape and scale a modern post-sales customer experience organization within a fast-growing technology environment.
The Customer Programs Manager will design and own strategic programs that improve customer adoption, retention, and long-term value.
Working across Customer Success, Support, Product, Sales, and partner teams, this position transforms customer insights into impactful business initiatives.
The role focuses on building scalable processes, onboarding frameworks, enablement programs, and customer feedback systems from the ground up.
This is a highly visible position for a program leader who enjoys creating structure, driving change, and influencing company-wide strategy.
The successful candidate will play a key role in helping customers succeed while establishing the operational foundation for continued growth.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Programs Manager based in the United States.
This role offers the opportunity to shape and scale a modern post-sales customer experience organization within a fast-growing technology environment.
The Customer Programs Manager will design and own strategic programs that improve customer adoption, retention, and long-term value.
Working across Customer Success, Support, Product, Sales, and partner teams, this position transforms customer insights into impactful business initiatives.
The role focuses on building scalable processes, onboarding frameworks, enablement programs, and customer feedback systems from the ground up.
This is a highly visible position for a program leader who enjoys creating structure, driving change, and influencing company-wide strategy.
The successful candidate will play a key role in helping customers succeed while establishing the operational foundation for continued growth.
Accountabilities:
- Design and implement scalable post-sales programs, including onboarding frameworks, service standards, escalation processes, and customer experience playbooks.
- Build and manage a Voice of Customer program by analyzing CSAT, NPS, retention signals, support trends, and customer feedback to identify opportunities for improvement.
- Transform customer insights into actionable recommendations that influence product priorities, support strategies, and customer success initiatives.
- Develop customer enablement programs, including educational content, certification paths, and self-service resources that accelerate customer value realization.
- Partner with internal enablement teams to ensure customer education initiatives are aligned with business goals and measurable outcomes.
- Create onboarding strategies for enterprise customers, partners, and complex customer segments, including readiness checklists, launch criteria, and escalation pathways.
- Establish processes that support partner, channel, and integration-based customer experiences.
- Define and monitor program success metrics, including onboarding completion, time-to-value, customer satisfaction, retention, and expansion indicators.
- Collaborate with Product, Support, Sales, and Customer Success teams to improve operational readiness and customer outcomes.
- Develop documentation, workflows, and operational frameworks that enable teams to deliver consistent experiences at scale.
- Identify risks, process gaps, and improvement opportunities while continuously optimizing customer programs.
- 5+ years of experience in Customer Success, Customer Experience, Program Management, or a related field, preferably within B2B SaaS, cloud infrastructure, or technology companies.
- Proven experience creating and managing customer programs from concept through execution and measurement.
- Demonstrated ability to build scalable processes and operational frameworks in a fast-growing environment.
- Strong experience with Voice of Customer initiatives, including NPS, CSAT, customer feedback analysis, and customer insights programs.
- Ability to translate qualitative and quantitative data into actionable business recommendations.
- Strong communication skills with the ability to collaborate effectively with technical and executive stakeholders.
- Excellent writing and documentation abilities, including creating executive presentations, process documentation, and operational playbooks.
- Strong project management skills with the ability to prioritize multiple initiatives and deliver measurable results.
- Customer-first mindset with a proactive approach to identifying challenges and opportunities.
- Experience working with customer success platforms, analytics tools, CRM systems, or support technologies is preferred.
- Experience with white-label partnerships, OEM models, channel programs, cloud platforms, or developer-focused products is a plus.
- Competitive base salary range of $125,000 – $145,000 USD.
- Competitive compensation package with 401(k) benefits.
- Equity opportunities through RSU grants for eligible full-time employees.
- Employee Stock Purchase Program (ESPP).
- Comprehensive healthcare coverage, including medical, dental, and vision benefits for employees and families.
- Flexible vacation policy.
- Maternity and paternity leave benefits.
- Childcare support benefits.
- Fertility treatment and family support resources.
- Learning and development programs to support career growth.
- Flexible work environment focused on work-life balance.
- Company-provided MacBook Pro and workstation personalization stipend.
- Commuter benefits.
The Customer Programs Manager will be responsible for creating and managing the programs, processes, and frameworks that define the customer journey after purchase. This strategic role requires strong ownership, cross-functional collaboration, and the ability to translate customer data into measurable business outcomes.
Requirements:
The ideal candidate is a strategic customer-focused professional with experience building programs, improving customer journeys, and driving operational excellence in technology environments.
Benefits:
The role offers a competitive compensation package and benefits designed to support professional growth, flexibility, and employee well-being.