Customer Programs Manager

Role overview

This is a full-time, on-site opportunity in the United States, shared on behalf of a partner employer that will handle all applications and hiring steps. The role sits within a fast-growing technology setting and is focused on shaping a modern post-sales customer experience function.

As the Customer Programs Manager, you will design and lead strategic initiatives that strengthen adoption, retention, and long-term customer value. The position works across Customer Success, Support, Product, Sales, and partner-facing teams to turn customer signals into meaningful business action.

You will build scalable processes, onboarding structures, enablement initiatives, and feedback loops from the ground up. This is a highly visible role for someone who enjoys creating structure, improving operations, and influencing broader company strategy while helping customers achieve success.

Accountabilities

• Create and roll out scalable post-sales programs such as onboarding structures, service expectations, escalation workflows, and customer experience playbooks.
• Run a Voice of Customer program by reviewing CSAT, NPS, retention indicators, support patterns, and direct customer feedback to spot improvement opportunities.
• Convert customer insights into practical recommendations that shape product direction, support execution, and customer success programs.
• Develop customer enablement offerings such as learning content, certification tracks, and self-service tools that help customers reach value faster.
• Work with internal enablement partners to align customer education efforts with business priorities and measurable goals.
• Design onboarding approaches for enterprise clients, partners, and complex customer groups, including readiness checklists, launch requirements, and escalation routes.
• Create processes that support partner-led, channel-led, and integration-based customer experiences.
• Set and track program success measures, including onboarding completion, time-to-value, satisfaction, retention, and expansion signals.
• Partner with Product, Support, Sales, and Customer Success teams to improve readiness and customer outcomes across functions.
• Produce documentation, workflows, and operating frameworks that help teams deliver consistent experiences at scale.
• Spot risks, process gaps, and improvement areas, then keep refining customer programs over time.

Requirements

• At least 5 years of experience in Customer Success, Customer Experience, Program Management, or a related area, ideally in B2B SaaS, cloud infrastructure, or technology companies.
• Hands-on experience building customer programs from early concept through launch and measurement.
• Proven ability to develop scalable processes and operational frameworks in a fast-moving environment.
• Strong background in Voice of Customer work, including NPS, CSAT, feedback analysis, and customer insight programs.
• Ability to turn both qualitative and quantitative information into clear, actionable business recommendations.
• Strong communication skills and comfort working with technical and executive stakeholders.
• Excellent writing and documentation skills, including executive presentations, process docs, and operating playbooks.
• Solid project management ability with the capacity to juggle multiple priorities and deliver measurable outcomes.
• A customer-first mindset and a proactive approach to finding issues and opportunities.
• Experience with customer success platforms, analytics tools, CRM systems, or support technology is preferred.
• Exposure to white-label partnerships, OEM models, channel programs, cloud platforms, or developer-focused products is a plus.

Perks and benefits

• Base salary of USD 125,000 to USD 145,000 annually.
• 401(k) benefits as part of the compensation package.
• RSU equity grants for eligible full-time employees.
• Employee Stock Purchase Program (ESPP).
• Medical, dental, and vision coverage for employees and their families.
• Flexible vacation policy.
• Paid maternity and paternity leave.
• Childcare support benefits.
• Support resources for fertility treatment and family planning.
• Learning and development programs to support career progression.
• Flexible work environment with an emphasis on work-life balance.
• Company-issued MacBook Pro and a stipend to personalize the workstation.
• Commuter benefits.

Additional information

The hiring process is managed by the partner company, while Jobgether is used for AI-assisted matching and initial candidate review. Applications are evaluated against the role’s core requirements, and the best-matching candidates are passed on to the employer for interviews and next steps. Final hiring decisions are made by the partner’s internal team.

Data privacy notice

By applying, you agree that your personal information may be processed to assess your candidacy and shared with the hiring employer under applicable data protection laws, including GDPR where relevant. You may request access, correction, deletion, or objection to your data handling at any time.

Artificial intelligence tools may be used to support parts of the recruitment workflow, such as reviewing applications, analyzing resumes, and checking for inconsistencies or verification signals. These tools assist recruiters but do not replace human judgment, and the final hiring decision is always made by people.