Customer Programs Manager [Remote]

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Programs Manager based in United States.

This role is designed for a strategic customer-focused leader who can build scalable programs that improve the post-sales experience and drive long-term customer success.
You will own initiatives across onboarding, customer enablement, voice of customer, partner readiness, and service operations.
Working across Customer Success, Support, Product, and Sales teams, you will transform customer insights into actionable strategies.
This position offers the opportunity to create foundational programs from the ground up within a fast-growing technology environment.
You will influence retention, expansion, and customer satisfaction by developing processes that scale across diverse customer segments.
The ideal candidate is a builder who combines operational excellence, analytical thinking, and strong stakeholder management skills.
Your work will directly shape how customers engage, succeed, and grow throughout their journey.

Accountabilities:

The Customer Programs Manager will be responsible for designing and scaling the programs, frameworks, and processes that enable a consistent and impactful customer experience after the sale. Key responsibilities include:

• Build and own post-sales programs, including onboarding frameworks, service standards, escalation processes, and customer experience playbooks across different customer segments and engagement models.
• Develop and manage a Voice of Customer strategy by analyzing customer feedback, satisfaction metrics, retention signals, and support trends to generate actionable insights.
• Create scalable customer enablement initiatives, including educational resources, certification paths, and self-service materials that accelerate customer adoption and reduce support dependency.
• Design onboarding processes for enterprise customers, partners, and complex customer environments, including readiness plans, launch criteria, and cross-functional handoffs.
• Establish program measurement frameworks by tracking key indicators such as onboarding completion, customer satisfaction, retention, time-to-value, and expansion opportunities.
• Collaborate with Product, Support, Sales, and Customer Success teams to identify improvement areas, communicate customer needs, and create operational playbooks that enable teams to scale effectively.
• Drive continuous improvement by identifying program gaps, implementing solutions, and ensuring customer operations evolve alongside business growth.

Requirements:

The ideal candidate is an experienced customer programs or customer success professional with a strong ability to build processes, influence teams, and translate customer insights into business outcomes. Required qualifications include:

• 5+ years of experience in Customer Success, Customer Experience, Program Management, or a related field, preferably within B2B SaaS, cloud infrastructure, or technology companies.
• Proven experience creating and managing customer programs from inception, including defining objectives, launching initiatives, and measuring impact.
• Strong understanding of customer feedback methodologies, including Voice of Customer programs, NPS, CSAT, and customer health metrics.
• Ability to work effectively with both technical and business stakeholders, translating complex concepts into clear strategies and actionable plans.
• Excellent written and verbal communication skills, with the ability to create executive-level presentations and detailed operational documentation.
• Strong analytical mindset with experience using data to identify trends, measure program performance, and guide decision-making.
• Proactive, ownership-driven approach with the ability to operate independently and thrive in a fast-moving environment.
• Experience with partner ecosystems, white-label solutions, OEM models, cloud platforms, developer tools, or enterprise technology environments is a plus.
• Familiarity with customer success platforms such as Gainsight, Totango, ChurnZero, or similar tools is advantageous.

Benefits:

• Competitive base salary ranging from $125,000 to $145,000.
• Comprehensive healthcare coverage for employees and families, including dental and vision plans.
• Competitive compensation package with 401(k) benefits.
• Equity opportunities through RSU grants for eligible full-time employees.
• Employee stock purchase program (ESPP).
• Flexible vacation policy and strong work-life balance culture.
• Maternity and paternity leave support.
• Company-provided MacBook Pro and workstation customization stipend.
• Childcare bonus support.
• Fertility treatment and family-building assistance.
• Learning and professional development programs.
• Commuter benefits.
• Fully remote flexibility within the United States.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.