Senior Customer Success Manager, Transformation & Strategic Programs

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

📋 Description

• Convert Customer Success strategic goals into tangible transformation initiatives, programs, and execution plans.

• Assess operating models and workflows to uncover opportunities for simplification, elimination, automation, augmentation, or redesign.

• Spearhead cross-functional programs aimed at enhancing CS productivity, operational efficiency, customer engagement, and scalability.

• Coordinate with stakeholders, manage dependencies, and expedite execution from concept to implementation.

• Support CS strategic initiatives, process enhancements, and evolution of operating models.

• Identify and prioritize the application of AI, automation, and customer intelligence to tackle significant CS challenges.

• Transform customer signals into actionable insights and next-best actions.

• Define use cases, business requirements, workflow designs, and success metrics for intelligent automation and AI-driven capabilities.

• Integrate new capabilities into existing CS workflows.

• Monitor emerging AI technologies and suggest practical applications.

• Convert ambiguous business problems and stakeholder inputs into requirements, solution concepts, and actionable plans.

• Experiment with emerging technologies, approved AI tools, and automation platforms to validate concepts and showcase business value.

• Collaborate with Product, Engineering, Data, IT, and Operations to evaluate feasibility and advance validated solutions toward production.

• Establish feedback mechanisms based on field experiences, adoption rates, and measurable outcomes.

• Drive initiatives from validation through to implementation, adoption, and measurable impact.

• Partner with CS leaders and Enablement teams to promote process adoption, workflow transformation, and operational readiness.

• Set success metrics and assess transformation initiatives and strategic programs.

• Evaluate productivity, capacity, operational efficiency, proactive engagement, customer adoption, retention, and growth outcomes.

• Provide insight into progress, results, dependencies, and opportunities for continuous improvement.

⛳️ Requirements

• Over 6 years of experience in Customer Success, SaaS, GTM transformation, business operations, strategic programs, technology, or related fields.

• Proven experience leading intricate cross-functional transformation projects, operational enhancements, or strategic business initiatives.

• Experience in utilizing AI, automation, data, or emerging technologies to refine business processes and workflows.

• Familiarity with contemporary AI capabilities, enterprise technology platforms, integrations, and workflow automation.

• Experience in translating business challenges into requirements, solution designs, and implementation plans.

• Knowledge of enterprise GTM technology ecosystems such as Salesforce, Gainsight, or similar CS platforms, data/BI platforms, and workflow automation technologies.

• Demonstrated ability to collaborate with both technical and non-technical stakeholders to implement and operationalize new capabilities.

• Strong program management, analytical, communication, and problem-solving abilities.

• Established capacity to progress initiatives from concept through execution, adoption, and measurable business impact.

• In-depth knowledge of Customer Success, SaaS, and GTM operating frameworks.

• Strong applied-AI fluency and a perspective on how AI will transform Customer Success.

• Ability to convert complex business challenges into actionable solutions.

• Strong systems thinking across people, processes, data, technology, and customer experience.

• Ability to navigate between business strategy and technical execution.

• Strong cross-functional influence skills.

• A curious mindset with a desire to continuously experiment, learn, and explore new possibilities.

🏝️ Benefits

• Comprehensive benefits and perks for overall well-being (country-specific benefits available via the Global Benefits page).

• Reasonable accommodations available for individuals with disabilities.

• Eligibility for incentive plans in addition to base salary.