Customer Success Program Manager - Scale Team

As a Senior Value Engineer in the Scale team, you drive value realization and adoption across a portfolio of customers, collaborating with partners and internal teams. You build scalable engagement models, govern account programs, and surface renewal risks while expanding value through AI-powered solutions. You empower customers with CoEs and self-service offerings, enabling long-term success at scale. This role blends strategic account governance with hands-on enablement in a mission-driven, AI-enabled environment.

• Restricted Stock Units (RSUs) with merit-based refresh grants
• 24 weeks paid parental leave for primary carers
• 12 weeks paid leave for supporting carers
• Unlimited PTO (where applicable) and generous global PTO
• flexible hybrid work model
• learning framework and mentorship programs

• Drive value realization, adoption, and sponsorship across a portfolio; act as trusted advisor to customers and partners
• Establish Centers of Excellence (CoEs) and coach customers to own their value journey with self-service offerings
• Coordinate strategic partner management to deliver operational account work and drive customer health
• Execute 1:N programs and scalable motions (value bootcamps, sprints, POVs, Value Sprints) for broad impact
• Build trust with diverse stakeholders and maximize impact through scalable interactions
• Maintain cross-industry fluency and use AI-curated industry briefs for rapid context-switching
• Develop AI-driven account plans leveraging platform best practices and partner apps
• Produce auto-generated programmatic content (industry briefs, presentations) to manage the portfolio
• Use AI tools to monitor portfolio health and surface renewal risks and health signals
• Operate AI agents to track value realization, adoption signals, and expansion opportunities
• Deploy automated value reports and strategic nudges to enable customer outcomes
• Act as an AI-fluent operator using copilots and intelligent agents to generate outputs
• Collaborate with CoE and Applied Value Engineers on complex builds
• Balance big-picture value with collaboration across internal teams to address complex requirements

• 3-5 years of programmatic execution driving end-to-end post-sales journeys and value for a portfolio of customers
• Broad industry and domain expertise with ability to context-switch and share best practices
• High AI fluency; experience using copilots and intelligent agents to accelerate workflows
• Strong stakeholder management with ability to influence technical users and executives
• Scaled engagement experience; proven ability to host webinars, enable cohorts, drive community engagement
• Degree in Engineering, Computer Science, Mathematics, Business Analytics or comparable field (or Business/Economics with a technical minor)
• Native-level German proficiency; ability to lead workshops, present to executives, and manage German-language stakeholder interactions

• stakeholder management
• communication
• coaching and enablement
• AI fluency with copilots and intelligent agents
• AI-driven portfolio health monitoring
• Value realization and business case development