Customer Health Program Manager

Role Overview

• Develop and maintain a scalable customer health scoring model incorporating usage, engagement, sentiment, support trends, product adoption, and business signals.
• Build and continuously refine health categories (e.g., Healthy, At Risk, Critical) to ensure early risk detection.
• Lead cross-functional alignment on definitions of churn risk, health thresholds, and proactive intervention strategies.
• Design and run targeted customer health programs (e.g., low‑usage outreach, adoption accelerators, renewal risk engagement, feature enablement campaigns).
• Build playbooks and operational workflows for Customer Success Managers, Support, and Sales to act on customer health insights.
• Launch proactive communication programs to address specific customer behaviors (e.g., customers not activating new products, under‑utilizing AI credits, not engaging with support resources).
• Monitor customer health trends and signals, identifying accounts that require proactive engagement.
• Partner with CSMs and Sales to build recovery plans for at‑risk customers.
• Track program impact on customer churn, retention, adoption, and revenue.
• Work closely with Product and Data teams to ensure customer health metrics reflect product usage and customer journey stages.
• Partner with Support to integrate ticket insights into health scoring and risk models.
• Collaborate with Marketing to build customer education, onboarding, and adoption‑driving content.
• Build dashboards and reports to track customer health, adoption, risk trends, and program impact.
• Provide regular reporting to leadership on health trends, root causes, and recommended actions.
• Identify patterns that inform company‑wide improvements.
• Train internal teams on customer health scoring and program processes.
• Drive consistency in how teams identify, communicate, and act on customer risk signals.
• Ensure operational alignment across global teams and continuous improvement of processes.

Requirements

• 5+ years in Customer Success, Program Management, Customer Experience, or Strategy roles.
• Experience creating and managing customer‑facing programs at scale.
• Strong analytical skills with the ability to interpret data and convert insights into action.
• Proven ability to work cross‑functionally and influence without direct authority.
• Excellent communication, storytelling, and presentation skills.
• Familiarity with customer success platforms (e.g., Gainsight, Totango, Salesforce) is highly desirable.
• Background in SaaS, technology, or subscription-based business preferred.
• Customer-centric mindset
• Strong operational and program management skills
• Data-driven decision making
• Stakeholder management and cross-functional leadership
• Problem-solving and critical thinking
• Ability to thrive in fast-paced, evolving environments
• Up to 25% travel requirement

Benefits

• Competitive compensation including stock-based options
• Flexible PTO and paid holidays
• 401(k) with employer matching
• Comprehensive Health insurance package including 100% employer-paid medical coverage
• Up to 12 weeks of Parental Leave
• Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid
• Quarterly teambuilding events, leadership luncheons, and companywide “All Hands” meetings
• Open door policy and business casual dress code