CS Strategist – Program Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the CSM annual and quarterly planning process, which includes developing OKRs, prioritizing roadmaps, and aligning with executives.

• Act as a strategic partner to CSM leadership by preparing briefings, decision memos, and presentations suitable for leadership reviews, QBRs, and board meetings.

• Identify strategic gaps, risks, and opportunities within the CS organization and create actionable recommendations for leadership.

• Oversee the operational rhythm of CSM leadership, including agendas, follow-ups, decision logs, and coordination across functions.

• Serve as a trusted representative for CSM leadership in cross-functional forums, advocating for CS priorities and ensuring alignment with Product, Sales, Marketing, and Finance.

• Manage the complete program lifecycle for strategic CSM initiatives—encompassing scoping, planning, resourcing, risk monitoring, and execution.

• Create and uphold program charters, project plans, RAID logs, and communication strategies for stakeholders.

• Foster clarity and accountability across various workstreams, ensuring that cross-functional owners remain aligned and on schedule.

• Proactively identify blockers and risks to leadership, providing recommendations for resolution.

• Develop scalable playbooks and frameworks that operationalize strategic priorities throughout the CS organization.

• Collaborate with CS Analytics and Finance to transform data into strategic insights that guide CS strategy—including retention trends, expansion opportunities, health metrics, and customer segment performance.

• Formulate business cases and ROI frameworks for new CS investments and initiatives.

• Conduct strategic research and benchmarking to guide CS best practices and enhance competitive differentiation.

• Assist in the development and refinement of the CS model, which includes coverage models, segmentation strategies, and engagement frameworks.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, strategy, consulting, chief of staff, or a related field within a B2B SaaS context.

• Preferred: Previous experience in a Chief of Staff, Strategy & Operations, or CS Strategy role at a rapidly growing SaaS company.

• Preferred: Experience supporting VP or C-suite executives in a dynamic environment.

• Preferred: Background in cybersecurity, security awareness, or related technology sectors.

• Preferred: MBA or an equivalent advanced degree.

🏝️ Benefits

• Company-wide bonuses based on monthly sales performance.

• Employee referral bonuses.

• Adoption assistance.

• Tuition reimbursement.

• Certification reimbursement.

• Certification completion bonuses.