Principal Program Manager

Role Description

The Principal Program Manager, Customer Success Enablement, is responsible for enterprise-scale programs across Client Support organizations, driving AI-enabled process transformation through business analysis, program management, thought leadership, and cross-functional execution. Reporting to the VP, Customer Success Enablement, this role will improve Client Support efficiency, response times, case resolution quality, and customer outcomes. Additionally, this role will partner with the Director of Customer Acceleration Program (CAP) by providing analysis, insights, and workflow optimization to address our most At Risk customers. The incumbent will partner closely with Client Support, CX Operations, Engineering/IT, and Sales teams to design improvement opportunities, measure operational processes, and drive strategic initiatives with visibility to executive leadership. The Principal Program Manager, Customer Success Enablement, is a highly visible, entrepreneurial role for an individual who thrives in ambiguity, enjoys building solutions from scratch and is comfortable partnering with executive leaders, including the Chief Customer Officer, to drive meaningful business impact.

Expected Duties

• Partner with CX Ops, Client Support, Sales, Engineering, MeridianLink’s Customer Acceleration Program (CAP), and Executives to streamline workflows and improve handoffs across the customer lifecycle.
• Optimize Client Support operations by developing engagement strategies for at-risk customers using a data-led business analyst approach.
• Lead internal, and at times external, business reviews with leadership that produce corrective action plans for improving the customer experience across the customer journey.
• Build strategies with cross-functional stakeholders that are tied to executive level initiatives and are nested within the VP of Customer Success’s operating team goals.
• Design and implement AI-powered workflows, automation, and tooling to improve Client Support teams’ efficiency, response times, and resolution quality.
• Lead end-to-end project management for customer success initiatives, including scoping, timelines, resourcing, stakeholder communication, and execution tracking.
• Analyze support volume, ticket trends, customer satisfaction, and operational performance data to identify root causes, improvement opportunities, and measurable business impact.
• Build and maintain executive-ready dashboards and reports tracking KPIs tied to process improvements, AI initiatives, ROI, and customer outcomes.
• Develop documentation, SOPs, enablement resources, and training materials to support workflow rollouts and sustained adoption.
• Serve as a strategic thought partner to Customer Success leadership by bringing a test-and-learn mindset, creative problem solving, and strong executive presence to ambiguous business challenges.

Qualifications

• Bachelor’s degree in Business, Analytics, or a related field, or equivalent combination of education and experience; Project Management Professional (PMP) or similar certification preferred.
• 8-10 years of experience in Program Management, Project Management, Business Operations, Business Analysis, or a related analytical role; experience supporting Client Support, CX Operations, or Sales organizations a plus.
• Demonstrated ability to operate effectively in a fast-paced, evolving environment with ambiguity, competing priorities, and a high degree of autonomy.
• Demonstrated experience implementing AI tools, automation, or technology-enabled process improvements; hands-on experience with Claude or similar AI tools preferred.
• Advanced proficiency with Microsoft Office Suite, including PowerPoint for executive-level presentations and communications, Salesforce, and Salesforce Service Cloud.
• Strong analytical capabilities, including SQL and Excel; experience with business intelligence tools such as Databricks or Sigma preferred.
• Excellent communication, presentation, and stakeholder management skills, with the ability to influence and drive alignment without direct authority.