We are looking for a Program Manager to lead the planning and execution of high-impact strategic initiatives across the Customer Experience organization. This role ensures that our top priorities each quarter move from idea to execution through strong coordination, clear structures, and disciplined follow-through.

You will partner across Product, Sales Engineering, Customer Success, Professional Services, and Digital Success to drive alignment, track progress, and remove obstacles. This is a highly visible role that supports the entire CX leadership team and often works directly with senior executives.

The ideal candidate will thrive in fast-moving environments, brings order to complexity, and ensures cross-functional teams stay focused on delivering measurable customer and business outcomes.

Key Responsibilities

Program Leadership

• Own the structure, planning, and execution of 1 to 3 strategic priorities each quarter.
• Define program objectives, success metrics, milestones, and measurable outcomes.
• Create and maintain program plans, decision logs, risks, and mitigation strategies.
• Deliver clear, concise reporting for executives and stakeholders at regular intervals.

Cross-Functional Coordination

• Act as the connective tissue across departments including Product, Customer Success, Sales Engineering, Professional Services, Digital Success, Marketing, and Sales.
• Manage interdependencies across teams and ensure decisions are made quickly and documented.
• Facilitate working sessions, standups, and cross-team syncs to maintain alignment.
• Ensure consistent messaging, timelines, and customer-facing positioning across teams.

Asset Creation and Internal Enablement

• Build curated playbooks, communication plans, FAQs, and internal toolkits that support execution of strategic initiatives.
• Create templates, dashboards, and reporting mechanisms that scale repeatable programs.
• Partner with Education, Marketing, and Digital Success to support consistent and high-quality customer communication.

Customer Outcomes and Operational Excellence

• Track performance metrics tied to customer outcomes, CX productivity, and retention impact.
• Identify risks and bottlenecks early and drive proactive mitigation.
• Surface insights and recommendations that improve execution quality and customer experience.
• Support a culture of continuous improvement across CX programs.

Key Skills and Experience 

• 3 to 5 years in program management, consulting, or a related cross-functional role.
• Strong ability to structure ambiguous problems and drive clarity.
• Proven track record of leading complex programs involving multiple teams.
• Excellent communication capabilities including verbal, written, and design skills.
• Experience in creating executive-ready reporting and facilitation.
• Experience in B2B SaaS, customer success, or professional services is a plus.
• High degree of ownership, follow-through, and comfort in a fast-paced environment.

Nice to have

• Experience/exposure with product upgrade programs
• Strategy deployment methodologies (Rythm, etc)

What’s in it for you?

• Equity as we want you to have a part of what we are building
• Unlimited Time Off Policy to promote work-life balance and well-being
• Annual learning budget to support professional growth
• Budget to set up your home office upon joining 
• Enhanced parental leave and childcare benefits
• Life insurance and medical coverage through BUPA, including pre-existing conditions
• Pension contribution through The People's Pension