Customer Success Program Manager

ESG is a provider of Customer Success as a Service, focusing on enhancing the capabilities of clients' Customer Success Organizations. The Customer Success Program Manager plays a pivotal role in ensuring that programs are aligned with client goals and executing deliverables to meet customer expectations.

Responsibilities:

• Understand and enable our clients’ vision, goals, culture, and requirements within the parameters of the defined program
• Provide Customer Success consultative presence to our customers as we support their organizational maturation
• Manage the project governance of large complex initiatives and our Customer Success Programs
• Provide leadership to the overall program team
• Work through and with the fluidity and ambiguity that comes with an iterative transformation process
• Understand where/how to adjust timelines and expectations when needed
• Responsible for maintaining agreement and alignment on the program vision, goals, and deliverables
• Work with program/project stakeholders from a variety of businesses, organizations, and backgrounds
• Self-motivated continual learning and awareness of Customer Success best practices, operations, trends, etc
• Dedication to achieving the goals of the team and the client
• Ability to communicate clearly and frequently the value ESG is driving for our clients

Requirements:

• Experience working in a Customer Success organization, with a firm understanding of CS fundamentals
• Strong understanding of Customer Success KPI's and metrics
• Experience deploying Gainsight as well as other CS initiatives
• Knows how to manage complex initiatives and projects. (Scrum/Agile experience is a plus)
• Experience building effective CS Playbooks
• Familiarity with customer data sources, structure, and health
• Great communication skills – Relating to teams internally and externally
• Ability to communicate with executive leadership
• Comfortable with creating and augmenting content, processes, and plans
• Comfortable moving quickly and iteratively in uncertain environments
• Ability to create PowerPoint material needed for effective communication
• Comfortable with excel
• Familiarity with global organizations
• Familiarity with partner channels
• Technical and/or SaaS acumen
• Scrum/Agile experience is a plus
• Gainsight experience / Gainsight Certified Administrator (or equivalent experience is a plus)
• Experience managing strategic customers