Program Manager, Customer Success Efficiency and Scale

Job Description

You'll join the Customer Advocacy and Programs team, a small, high-impact team inside Customer Success that amplifies the voice of the customer and turns feedback into measurable change.

As the Program Manager, Customer Success Efficiency and Scale, you will act as the product leader for a portfolio of internal tools, AI-enabled workflows, assets, and scaled programs that enable Customer Success and other user-facing teams.

Responsibilities

• Own the roadmap: Set and prioritize the Customer Success Efficiency and Scale roadmap, balancing user needs, business impact, feasibility, and organizational priorities.
• Discover and define problems: Partner with Customer Success Managers, Sales, and other user-facing teams to identify pain points, validate opportunities, and determine where tooling, automation, AI, or self-service can create leverage.
• Shape solutions: Translate validated needs into clear product briefs, requirements, success metrics, and launch plans. Partner with technical teams to deliver scalable solutions.
• Drive delivery and adoption: Coordinate cross-functional execution, manage dependencies and trade-offs, and ensure each launch has a clear enablement, measurement, and iteration plan.
• Scale Customer Success (CS) impact: Build tools, assets, and programmatic motions that help Sales and other teams deliver CS-caliber value where dedicated CSM coverage is not available.

Requirements

• 5+ years of experience in product management, program management with substantial product ownership, business operations, consulting, or a related field.
• Experience leading products, platforms, workflows, or customer-facing solutions from discovery and prioritization through launch, adoption, and iteration.
• Strong product sense and user empathy, with the ability to turn ambiguous qualitative and quantitative inputs into clear strategy and requirements.
• A track record of leading complex, cross-functional work across technical, operational, and go-to-market teams.
• Strong analytical and structured problem-solving skills, including the ability to evaluate trade-offs and design scalable solutions.
• Excellent communication and influence skills, with the ability to create clarity and drive alignment across frontline teams and senior leaders.
• High degree of comfort with AI tools.

Preferred Qualifications

• Experience building internal tools, automation, AI-enabled workflows, or self-service experiences for customer-facing or go-to-market teams.
• Experience partnering with engineering, data, analytics, or AI teams to scope and deliver technical solutions.
• Experience developing multi-quarter roadmaps that balance quick wins with longer-term foundational investments.