Senior Program Success Manager

Job Description

Job Description

About ETS: ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL®, TOEIC®, GRE® and Praxis® tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.

Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide.

ETS Praxis is seeking a Senior Program Success Manager to design, deliver, and scale high-impact K-12 district programs across multiple Praxis solutions. This is a foundational, hands-on role within a small incubator team, responsible for translating products and professional services into well-structured, well-executed programs that drive measurable customer outcomes, long-term satisfaction, and renewal readiness. 

This role is intentionally broad and execution-heavy. The Program Success Manager will personally own complex programs end to end while designing the processes, tools, and delivery models required for future scale. The Program Success Manager is a generalist who applies consistent program design, delivery, and customer success frameworks across a portfolio of ETS Praxis offerings. Acts as the senior individual contributor responsible for program delivery standards and delivery readiness across a portfolio of Praxis solutions.

Primary Responsibilities

Program Design & Strategy 

• Design end-to-end program delivery models, including onboarding, implementation, steady-state operations, and renewal readiness 

• Translate professional services deliverables, product capabilities, contractual commitments, and customer needs into scalable, repeatable program frameworks 

• Define success metrics, milestones, risks, assumptions, and customer health indicators during program design 

• Balance standardization with thoughtful customization to support both customer outcomes and operational scale 

• Anticipate operational, regulatory, partner, and capacity risks and design mitigation strategies 

Program Delivery & Execution 

• Personally own post-sale program delivery across assigned customers and solutions 

• Lead customer onboarding and implementation across multiple internal teams, partners, and stakeholders 

• Manage timelines, deliverables, dependencies, and escalations in complex, multi-phase programs 

• Ensure adherence to program requirements, policies, and compliance expectations 

• Step in directly on high-risk or high-visibility issues to ensure successful outcomes 

Customer Success & Relationship Management 

• Serve as the primary strategic post-sale contact for district and partner stakeholders 

• Build trusted relationships through proactive, clear, and empathetic communication 

• Monitor customer health and satisfaction, identifying retention or renewal risks early
• Support renewals and expansions through demonstrated outcomes and value realization

• Represent the voice of the customer internally to Product, Sales, and Operations 

Sales Partnership, Deal Scoping & Renewals 

• Partner with Sales and Partnerships to shape complex deals, ensuring proposed solutions are feasible, scalable, and aligned to delivery realities 

• Support scoping of professional services and program models, including timelines, dependencies, risks, and assumptions 

• Participate in late-stage sales and renewal conversations as a subject-matter expert in program design and delivery 

• Help prevent mis-scoped or non-deliverable deals by providing clear delivery input and tradeoff recommendations 

• Translate delivered outcomes into clear value narratives that support renewals and expansions 

Systems, Tools & Enablement 

• Design and document repeatable program workflows, playbooks, and delivery standards 

• Contribute to the selection, configuration, and evolution of tools that support program delivery and customer success 

• Identify patterns across programs to improve delivery efficiency, consistency, and scale 

• Establish documentation and reporting practices that support visibility and decision-making 

#LI-NK1

Skills

• Strong program management and communication skills; able to keep complex, multi?phase programs on track while aligning districts, partners, and internal stakeholders
• Program design and systems thinking experience, including translating products, services, and contractual commitments into scalable, repeatable delivery models
• Hands?on execution mindset; comfortable owning delivery end?to?end, stepping in on high?risk issues, and doing the work needed to ensure successful outcomes
• Customer success and value realization expertise, including monitoring customer health, identifying renewal risks, and clearly articulating impact and outcomes
• Sales partnership and deal?scoping capability; able to assess delivery feasibility, surface risks and tradeoffs, and support well?scoped solutions that can be delivered as promised
• Startup mentality; comfortable wearing multiple hats across strategy, delivery, and enablement in an early?stage, build?and?scale environment

Required Qualifications 

• Bachelor's degree or equivalent professional experience 
• 5+ years of experience in program management, customer success, implementation, or related roles 
• Demonstrated experience both designing and delivering complex, multi-stakeholder programs 
• Strong systems thinking paired with hands-on execution capability 
• Excellent written and verbal communication skills 
• Experience working in education, SaaS, or mission-driven organizations 

 

Preferred Qualifications 

• Experience supporting complex professional services or solution-based deals 
• Background in regulated or compliance-heavy environments 
• Experience working with K-12 districts or education systems 
• Comfort operating in early-stage, incubator, or build-and-scale environments 
• Experience influencing cross-functional teams without direct authority 

ETS is mission driven and action oriented

• We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning.
• We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders.  In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth!
• As a not-for-profit organization we will encourage you to lean in to your passion for volunteering.  At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you!
• The base salary range advertised represents the low and high end of the anticipated salary range for this position. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. The base pay is only one aspect of the Total Rewards Package that will be offered to the successful candidate.

ETS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity.