Customer Success Program Manager - Scale Team

Responsibilities

• Drive customer value, adoption, sponsorship, and value realization across a portfolio of accounts.
• Serve as a trusted advisor to customers and partners, building stakeholder trust and managing customer-success activities at scale.
• Establish Centres of Excellence (CoEs) and coach customers toward self-service ownership of their value journeys.
• Manage strategic partner relationships and orchestrate partners delivering operational account work.
• Lead 1:N programs and scalable engagement motions, including value bootcamps, sprint motions, proof-of-value development, Value Sprints, and innovation deployments.
• Coordinate account activities and build structured governance at account and portfolio levels.
• Manage escalations, renewal risks, portfolio health, adoption signals, value realization, and expansion opportunities.
• Develop AI-orchestrated account plans, automated value reports, strategic nudges, industry briefs, and customer-specific presentations.
• Use AI tools, copilots, and intelligent agents to monitor portfolio health, track outcomes, and produce technical outputs.
• Partner with internal CoE and Applied Value Engineering teams on complex builds.
• Lead customer workshops, executive presentations, webinars, cohort enablement, and community engagement in German.

Requirements

• 3–5 years of experience in programmatic execution, complex product delivery, post-sales customer journeys, and portfolio-level value realization.
• Broad industry and domain expertise, including understanding of industry-specific business processes and improvement opportunities.
• High AI and technical fluency, including use of copilots and intelligent agents.
• Strong stakeholder-management skills with technical users and C-level executives.
• Experience with scaled 1:N engagement, webinars, cohort enablement, customer training, partner enablement, or community engagement.
• Engineering, Computer Science, Mathematics, Business Analytics, or comparable technical degree; alternatively, a Business or Economics degree paired with a technical minor.
• Native-level German proficiency.

Benefits and Compensation

• Restricted Stock Units (RSUs) and merit-based refresh grants for full-time employees.
• 24 weeks of fully paid parental leave for primary carers and 12 weeks for supporting carers.
• Flexible hybrid work model, unlimited PTO where applicable, and generous global PTO.
• Learning and development through a 70-20-10 framework, mentorship, and a dedicated learning platform.
• Subsidized Wellhub memberships, mental health counseling, and Wellness Weeks.
• Paid annual Impact Days for volunteering.
• Inclusion Think Tank and annual Inclusion Days.