Program Manager – Customer Success

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

📋 Description

• Take ownership of the delivery for cross-functional programs that support the Customer Success organization, ensuring alignment among stakeholders in product, engineering, and operations to maintain scope, milestones, and resource allocation.

• Serve as the technical lead for Customer Success, confirming that product releases, configurations, and integrations are tailored to fit each customer's environment and specific use case.

• Direct change management initiatives for product and platform updates, which include creating enablement materials, communication strategies, and training sessions.

• Act as the technical liaison between end customers and the Network Operations Center, managing customer issues, directing them to the appropriate team, and ensuring prompt resolution.

• Oversee program trackers, status updates, and risk/issue logs, while facilitating regular meetings that keep leadership apprised of developments.

• Collaborate with the VP of Customer Experience to prioritize projects, identify risks, and advocate for the customer perspective.

• Develop productive relationships across Customer Success, NOC, Engineering, and Product to expedite the resolution of technical issues and updates to programs.

⛳️ Requirements

• 3–5+ years of experience in technical program management, technical account management, solutions engineering, or a similar customer-facing technical position.

• Proven track record in managing cross-functional programs from initiation to completion, including status updates and risk management.

• Familiarity with or experience in supporting NOC, escalation, or technical support workflows.

• Experience in leading or assisting with change management as products or processes transition within a customer-facing team.

• Excellent written and verbal communication skills, with a background in presenting to senior or executive stakeholders.

• Preferred: Background in telecommunications, broadband/ISP, smart home, or IoT sectors.

• Preferred: PMP, PMI-ACP, or an equivalent program/project management certification.

• Preferred: Practical experience with Salesforce, Jira, and Gong, or similar CRM, ticketing, and conversation intelligence platforms.

• Preferred: Experience in collaborating directly with engineering and NOC teams to address technical escalations at scale.

• Preferred: Experience supporting B2B2C or telco/operator-facing customer relationships.

🏝️ Benefits

• Bonus

• Equity

• 401k plan and company match

• Basic life insurance

• Health benefits

• Dental benefits

• Vision benefits

• Additional benefits and perks

• Remote work / work from home