Own the strategic roadmap for customer activation and retention, identifying customer journey friction points and implementing automated, scalable solutions to deliver better outcomes.
Drive programs from idea to execution by collaborating with Leadership and cross-functional partners including Analytics, Marketing, Product, and Systems Operations.
Embed with customer-facing teams to audit workflows, tooling, and data collection, developing clear assessments to improve their efficacy.
Synthesize quantitative and qualitative data to identify root causes and lead critical projects that enhance onboarding, retention, and customer satisfaction.
Design and implement new SOPs, reporting, and AI-enabled workflows, partnering with SFDC administrators to deploy tech-driven improvements.
Use data to balance high-impact short-term projects with progress toward long-term strategic objectives.

Minimum of 4 years in operations, program management, or consulting within a high-growth SaaS environment; experience with customer-facing teams is highly preferred.
Metrics-driven mindset with advanced Excel/Google Sheets skills (pivot tables, lookups); experience with data visualization tools like Sigma or Tableau a plus
Proven ability to architect SFDC workflows and automations and collaborate with Systems Operations for timely implementation.
Creative thinker adept at removing obstacles and transforming complex data into actionable business insights.
Exceptional project management skills with the ability to influence senior management and cross-functional teams.
Outstanding verbal and written communication skills to drive informed business decisions.
Deep understanding of customer needs and a commitment to delivering exceptional customer experiences.

Program Manager – Customer Success Operations

Key skills