Scaled Success Program Manager

Key Responsibilities

• Create, launch, and optimize customer programs (e.g., email nurturing campaigns, in-app guides, webinar programs) that drive product value and success at scale.
• Develop methods and analytics to monitor customer health scores, usage trends, and engagement metrics to identify risks or opportunities for growth.
• Drive sustained platform adoption and scaled customer success through proactive engagement, digital campaigns, and strategic check-ins.
• Deliver engaging enablement sessions, workshops, and scaled success programs to ensure ongoing customer value realization.
• Understand engineering goals, processes, and KPIs for scaled customers — from code review efficiency to pull request throughput to quality metrics.
• Collaborate with GTM and Product Management colleagues to drive renewals and account expansion through clear success narratives and data-backed outcomes.
• Serve as the voice of the scaled customer across GTM, Product Management, and Engineering teams to ensure user needs inform company priorities.
• Provide structured feedback to improve user experience, documentation, and onboarding workflows.
• Partner with Marketing to contribute customer stories, success metrics, and thought leadership around developer productivity.
• Identify efficiency gaps and implement automation to streamline customer-facing and internal processes.

Qualifications

• 5+ years in Customer Success, Developer Relations, or Technical Account Management within a SaaS or developer tools company.
• Strong technical foundation — comfortable discussing CI/CD pipelines, version control (GitHub, GitLab), and software engineering metrics.
• Familiarity with AI tools and their application in modern software engineering workflows.
• Excellent communication and relationship-building skills; able to speak fluently to both engineers and executives.
• Data-driven mindset — capable of turning platform analytics into strategic recommendations.