Program Manager
We are looking for a Program Manager to lead the planning and execution of high-impact strategic initiatives across the Customer Experience organization. This role ensures that our top priorities each quarter move from idea to execution through strong coordination, clear structures, and disciplined follow-through. You will partner across Product, Sales Engineering, Customer Success, Professional Services, and Digital Success to drive alignment, track progress, and remove obstacles. This is a highly visible role that supports the entire CX leadership team and often works directly with senior executives. The ideal candidate will thrive in fast-moving environments, brings order to complexity, and ensures cross-functional teams stay focused on delivering measurable customer and business outcomes. Key Responsibilities Program Leadership
- Own the structure, planning, and execution of 1 to 3 strategic priorities each quarter.
- Define program objectives, success metrics, milestones, and measurable outcomes.
- Create and maintain program plans, decision logs, risks, and mitigation strategies.
- Deliver clear, concise reporting for executives and stakeholders at regular intervals.
- Act as the connective tissue across departments including Product, Customer Success, Sales Engineering, Professional Services, Digital Success, Marketing, and Sales.
- Manage interdependencies across teams and ensure decisions are made quickly and documented.
- Facilitate working sessions, standups, and cross-team syncs to maintain alignment.
- Ensure consistent messaging, timelines, and customer-facing positioning across teams.
- Build curated playbooks, communication plans, FAQs, and internal toolkits that support execution of strategic initiatives.
- Create templates, dashboards, and reporting mechanisms that scale repeatable programs.
- Partner with Education, Marketing, and Digital Success to support consistent and high-quality customer communication.
- Track performance metrics tied to customer outcomes, CX productivity, and retention impact.
- Identify risks and bottlenecks early and drive proactive mitigation.
- Surface insights and recommendations that improve execution quality and customer experience.
- Support a culture of continuous improvement across CX programs.
- 3 to 5 years in program management, consulting, or a related cross-functional role.
- Strong ability to structure ambiguous problems and drive clarity.
- Proven track record of leading complex programs involving multiple teams.
- Excellent communication capabilities including verbal, written, and design skills.
- Experience in creating executive-ready reporting and facilitation.
- Experience in B2B SaaS, customer success, or professional services is a plus.
- High degree of ownership, follow-through, and comfort in a fast-paced environment.
- Experience/exposure with product upgrade programs
- Strategy deployment methodologies (Rythm, etc)
- Equity as we want you to have a part of what we are building
- Unlimited Time Off Policy to promote work-life balance and well-being
- Annual learning budget to support professional growth
- Budget to set up your home office upon joining
- Enhanced parental leave and childcare benefits
- Life insurance and medical coverage through BUPA, including pre-existing conditions
- Pension contribution through The People's Pension