Program Manager – Client Services

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

📋 Description

• The Program Manager oversees intricate cross-functional programs that support designated Client Services teams, including Client Success. This involves converting business priorities into structured initiatives, scalable playbooks, governance frameworks, communication strategies, adoption efforts, and measurable results.

• This position collaborates with business leaders and cross-functional stakeholders within assigned teams to enhance execution consistency, operational transparency, process quality, and the adoption of operational practices throughout the Client Services organization.

• Lead intricate workstreams from the planning stage through to execution, rollout, and evaluation.

• Monitor status, risks, obstacles, dependencies, and decision points across various stakeholders and initiatives.

• Prepare updates for leadership, program summaries, and materials to support decision-making.

• Suggest process enhancements to boost consistency, efficiency, and quality of execution.

• Oversee the intake, review, editing, quality assurance, version control, and upkeep of playbooks, templates, and operational guidelines.

• Ensure that published materials are up-to-date, accessible, and beneficial to the teams they assist.

• Collect context, evaluate operational impact, and formulate recommendations for review and prioritization.

• Identify recurring themes, challenges, and opportunities to enhance workflows, tools, and operational practices.

• Track adoption trends and propose actions to improve consistency and business impact.

• Collaborate with partners in Sales, Product, Support, Revenue Operations, Enablement, Operations, and related functions as necessary.

• Utilize data, feedback, and stakeholder insights to assess the effectiveness of programs, playbooks, and operational practices.

• Recommend enhancements that bolster readiness, execution quality, and operational efficiency.

⛳️ Requirements

• A Bachelor's degree in Business, Operations, Communications, Organizational Development, or a related field, or equivalent practical experience.

• Over 10 years of progressive experience in program management, business operations, customer success operations, enablement operations, transformation, process improvement, or a related post-sales SaaS role.

• Proven experience in leading complex cross-functional programs, operating model initiatives, or process enhancement efforts.

• Demonstrated ability to translate business priorities into structured plans, governance mechanisms, communication strategies, and measurable outcomes.

• Experience in developing or managing playbooks, process documentation, operational guidance, or enablement resources.

• Proven ability to influence stakeholders and drive consensus across multiple functions, priorities, timelines, and dependencies.

• Experience in utilizing data, feedback, and operational insights to support recommendations, prioritization, adoption, and continuous improvement.

• Background in or support for Customer Success, Customer Operations, Professional Services, Support, Revenue Operations, Enablement, or related client-facing operational settings.

🏝️ Benefits

• Opportunities for professional development

• Flexible work arrangements