Customer Programs Manager

Responsibilities

• Own the post-sales experience by defining service standards, escalation protocols, and onboarding playbooks
• Build the Voice of Customer engine by synthesizing feedback into clear insights for improvements
• Create a scalable enablement program that accelerates customer success
• Define the end-to-end experience for white-label partners and enterprise accounts
• Track program health using indicators to improve operations
• Flag feature gaps and service readiness risks, writing playbooks and runbooks for consistency

Requirements

• 5+ years in Customer Success, Customer Experience, or Program Management — ideally in B2B SaaS or cloud infrastructure
• Built something from scratch and can describe what you launched, how you measured it, and what you'd do differently
• Comfortable moving between technical and non-technical stakeholders; able to hold a conversation with a solutions engineer and a CMO
• Real experience with VOC programs, NPS/CSAT frameworks, or customer feedback systems — able to turn data into actionable decisions
• Clear and precise writer: one-pager for the exec team and a detailed process document for the CS team are equally in your wheelhouse
• Bias toward action and a low tolerance for documentation that never turns into programs.