Customer Experience Program Manager

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

📋 Description

• Create, document, and oversee the comprehensive customer journey across all customer segments.

• Identify key milestones, engagement points, and transitions for each customer tier.

• Develop, initiate, and manage customer experience programs from inception to implementation.

• Define program scopes, set timelines, coordinate stakeholders, and evaluate performance post-launch.

• Track NPS, Customer Effort Score, retention, expansion, and adoption metrics by segment.

• Construct and refine programs aimed at enhancing Gross Revenue Retention and Net Revenue Retention results.

• Collaborate with Sales, Product, Service Delivery, Customer Success, and Renewals teams.

• Act as the customer advocate and establish feedback loops throughout various stages and segments of the journey.

• Implement evolving programs through effective communication, structured change management plans, and documented SOPs.

• Utilize best practices in customer experience and journey design through an agile, test-and-learn methodology.

⛳️ Requirements

• A minimum of 3-5 years in a comparable role, showcasing a proven success record in program or project management, customer experience, or customer success positions within SaaS, BPaaS, or technology industries.

• Proven experience in designing and documenting customer journeys across diverse engagement models (e.g., Pooled, High touch, etc.) and translating them into operational programs.

• A strong data-driven approach — adept at defining metrics, analyzing program impacts by segment, and making adjustments based on outcomes.

• Proficient in customer success and workflow platforms such as Planhat, Salesforce, and Front (or equivalent CS/CRM tools) to effectively document business requirements, milestones, engage tracking, and report on program performance.

• Exceptional attention to detail while maintaining the ability to act swiftly and prioritize effectively.

• Outstanding communication and interpersonal skills, capable of engaging effectively with stakeholders at all levels, including executive teams.

• Experience leading transformation initiatives within intricate, multi-product or service organizations.

🏝️ Benefits

• Values-driven culture.

• Opportunities for upward mobility.

• Professional development with various opportunities available.