Customer Success Programs Lead
Build and scale customer education, community, and champion programs from scratch to drive adoption, retention, and NRR at a fast-growing AI SaaS company.
About the job
You Will
Customer Education
- Build scalable programs that reduce CSM lift and empower customers to self-serve through onboarding academies, playbooks, in-product education, webinars, and office hours—driving faster time to value and product adoption.
Community Programs
- Build and grow customer communities that foster peer learning, advocacy, and virality through forums, Slack groups, user events, and customer-led content.
Champion Programs
- Identify and activate customer champions with exclusive access, recognition, and opportunities such as CABs, betas, events, case studies, and references to drive adoption and expansion.
You Have
- 4+ years in a CS Programs, Customer Education, Community, Champions or Lifecycle role at a fast growing company.
- Experience building at least one of these motions from scratch, not just inheriting one.
- Executive presence and the ability to hold a room with senior stakeholders.
- Strong content and communication instincts: you know how to make complex things simple and engaging.
- High energy with the ability to juggle many projects and conversations at once.
- Founder mentality: comfortable operating before the playbook exists. Comfortable operating independently without a lot of structure.
- A point of view on what great community and education looks like and the portfolio to back it up.
Skills
Customer Success, Customer Education, Community Building, Customer Advocacy, Program Management, Content Creation, Stakeholder Management, Onboarding Programs, Webinars, Slack Community Management
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