Program Manager – Customer Experience

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

📋 Description

• Identify obstacles throughout the customer journey by leveraging both data and personal experiences from enterprise deployments, translating them into defined, measurable CX programs.

• Manage the entire project lifecycle for key enterprise customer deployments, ensuring effective onboarding, implementation, and realization of value.

• Spearhead cross-functional CX initiatives from inception to launch and subsequent adoption (e.g., redesigning onboarding processes, setting SLAs, optimizing support routing, conducting QBRs, establishing health scoring, and developing AI workflows).

• Establish and maintain program structures, including plans, governance rhythms, risk management, decision-making frameworks, and readiness for launch.

• Coordinate with Sales, Solutions, Customer Success, Support, Product, Engineering, and Operations to ensure alignment on ownership, tools, and execution.

• Define and monitor program success through dashboards, business reviews, and KPI frameworks linked to customer outcomes.

• Transform recurring customer scenarios into standardized playbooks, documentation, and enablement resources.

• Prioritize enhancements using insights from customer feedback, onboarding data, support indicators, and lessons learned from deployments.

• Promote the adoption of new processes and systems through effective change management strategies.

• Provide leadership with transparent updates, addressing trade-offs, and offering visibility into progress, risks, and obstacles.

⛳️ Requirements

• 2-5 years of experience in Program Management, Customer Success Operations, Service Delivery, Implementations, Business Operations, or a related cross-functional role within the B2B SaaS sector.

• Demonstrated ability to lead complex initiatives involving numerous stakeholders, competing priorities, and quantifiable business results.

• Strong operational mindset: capable of transitioning from vague problem statements to clear charters, milestones, ownership assignments, metrics, and launch plans.

• Exceptional written, verbal, and executive communication skills; comfortable presenting to both senior stakeholders and team members.

• Proficient in data analysis using Excel / Google Sheets, with strong capabilities in dashboard creation, KPI design, and operational analysis; familiarity with SQL / BI tools is advantageous.

• Experience in enhancing customer lifecycle processes such as onboarding, adoption, support, renewals, transitions, or enablement.

• High levels of ownership and change management skills: able to influence teams without formal authority and drive adoption across various groups.

• Good to Have:

• Background in Customer Experience, Customer Success, Revenue Operations, or post-sales roles within a rapidly growing SaaS organization.

• Familiarity with CRM / CX / support / project management systems like HubSpot, Salesforce, Gainsight, Totango, Planhat, Jira, Asana, Zendesk, Freshdesk, and BI tools.

• Experience in security, compliance, IT operations, or similar fields requiring structured workflows and substantial cross-functional collaboration.

• Formal training or certifications in program or project management are a plus, but not mandatory.

🏝️ Benefits

• Work from wherever you are: We are fully remote, allowing you to choose between working from home, a café, the hills, or the beach.

• Co-working, on us: If you enjoy co-working, we provide a generous annual allowance of up to INR 14,000 for social working.

• We value your development: We are committed to your growth, offering USD 1000 annually to help you enhance your skills.

• We value your well-being: We prioritize you as an individual, not just an employee. If you need time for yourself, take advantage of our Unlimited leave policy.

• Your safety net, intricately woven: We cover the unexpected. With health insurance offering coverage up to INR 10 lakh for you and your family, accident protection of an additional INR 10 lakh, and life insurance worth three times your annual salary, our benefits ensure you and your family are safeguarded, allowing you to focus on thriving.

• Create your ideal workspace: Work from anywhere, and if that's home, we will contribute INR 35,000 to help you set up a space that enhances your workflow effortlessly.