Customer Programs Manager

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

📋 Description

• Take charge of the post-sales experience by establishing service standards, escalation procedures, and onboarding playbooks.

• Develop the Voice of Customer initiative by transforming feedback into actionable insights for enhancements.

• Design a scalable enablement program that fosters customer success.

• Outline the comprehensive experience for white-label partners and enterprise clients.

• Monitor program health through key indicators to optimize operations.

• Identify feature gaps and service readiness concerns, creating playbooks and runbooks to ensure consistency.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Customer Experience, or Program Management, preferably in B2B SaaS or cloud infrastructure.

• Have built something from the ground up and can articulate what you launched, the metrics you used, and lessons learned.

• Comfortable navigating between technical and non-technical stakeholders; able to engage in discussions with both solutions engineers and CMOs.

• Practical experience with VOC programs, NPS/CSAT frameworks, or customer feedback systems—capable of converting data into actionable insights.

• An articulate writer: adept at crafting concise one-pagers for executives as well as detailed process documents for the Customer Success team.

• A proactive mindset with a low tolerance for documentation that does not lead to implemented programs.

🏝️ Benefits

• Healthcare coverage for family, including dental and vision.

• Competitive salary and 401K plan.

• RSU grants available for full-time employees.

• Employee Stock Purchase Plan (ESPP).

• Flexible vacation policy.

• Maternity and paternity leave.

• MacBook Pro for work use, along with a generous stipend to customize your workspace.

• Childcare bonus (for human children only).

• Support for fertility treatments.

• Opportunities for learning and development.

• Commuter benefits.

• A culture that promotes a healthy work-life balance.