Program Manager, Customer Success Efficiency and Scale
Leads the roadmap and delivery of internal tools, AI-enabled workflows, and scaled programs that improve Customer Success efficiency. The role requires 5+ years of relevant experience, strong product ownership, user discovery, analytical problem-solving, and cross-functional delivery skills.
About the job
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 impact: Build tools, assets, and programmatic motions that help Sales and other teams deliver Customer Success-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.
- 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.
Nice-to-haves
- 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.
Skills
Product Management, Program Management, Roadmapping, User Discovery, Product Requirements, AI Tools, Workflow Automation, Self-Service, Cross-Functional Leadership, Data Analytics
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