THE ROLE 

We are building a Lifecycle Services Center of Excellence that will redefine how Everpure delivers value to enterprise customers. This new capability will create and operationalize a single lifecycle model designed to ensure customers adopt, operate, and continuously expand their use of our technology platform. We are looking for a Senior Program Manager who can build this capability from the ground up. This role is part strategist, operator, and builder. You will design the lifecycle services model, create the frameworks and playbooks that power it, and drive adoption across services, sales, and product teams. Your work will shape how we support customers throughout their lifecycle and will directly influence customer retention, expansion, and long-term revenue durability.

WHAT YOU'LL DO

• Architect the CoE Framework: Lead the ground-up creation of the Lifecycle Services operating model, establishing the standardized methodologies, governance structures, and delivery playbooks used globally.
• Operationalize the Customer Experience: Design end-to-end engagement journeys—from onboarding and deployment to proactive optimization—ensuring customers achieve measurable business outcomes at every stage.
• Drive Cross-Functional Transformation: Align global leaders in Technical Services, Enablement, and Digital Technology around a unified lifecycle vision, driving the adoption of new programs across all customer-facing teams.
• Measure Strategic Impact: Establish and monitor KPIs focused on time-to-value, customer health signals, and expansion impact, providing executive leadership with visibility into how lifecycle services drive performance.
• Scale Global Programs: Translate complex business strategies into actionable, repeatable programs including customer health risk models and executive success planning processes.

WHAT YOU BRING

• 8+ years of experience in program management, customer success, services operations, or lifecycle management in a B2B technology company
• Experience leading large cross-functional programs or organizational initiatives
• A strong understanding of enterprise customer lifecycles and service delivery models
  
• Expertise in Lifecycle Strategy: Deep understanding of B2B enterprise customer lifecycles and experience designing service delivery models or Centers of Excellence that drive measurable retention.
• Strategic Program Leadership: Proven ability to lead large-scale, cross-functional organizational transformations and move fluidly between high-level strategy and operational execution.
• Framework & Playbook Design: Skill in synthesizing ambiguous requirements into structured frameworks, operational playbooks, and clear governance rhythms that scale across global regions.
• Stakeholder Influence: Exceptional communication skills with a track record of building alignment among executive leadership and diverse functional teams (Sales, Product, Services).
• Location: We are primarily an in-office environment and therefore, you will be expected to work from the Santa Clara, Raleigh or the Chicago office in compliance with Everpure’s policies, unless you are on PTO, or work travel, or other approved leave.

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