Lead - Program Management

Stationed within the AMER Customer Success organization, this role is responsible for driving operational excellence and executing key Customer Success programs and initiatives across the region. The Program Manager partners closely with AMER Customer Success leadership, the Customer Success Center of Excellence (CoE), and cross-functional teams to coordinate regional programs, streamline operations, improve data quality, and enable consistent execution across the business. Please note this is a hybrid role with onsite expectations of 3x/week (Tues - Thurs) from our San Mateo, CA headquarters.

Responsibilities

Partner with the Customer Success Center of Excellence (CoE) to execute Customer Success initiatives and programs across the AMER region; Lead biweekly regional customer risk review meetings, ensuring risks are tracked, actioned, and communicated to leadership; Manage and distribute the weekly Customer Success newsletter; Create and maintain the monthly Customer Success All Hands presentation deck, partnering with leaders to collect updates and prepare meeting content; Coordinate and administer the CSM Awards program, including nominations, communications, and recognition; Support the quarterly forecasting process by validating churn data, identifying discrepancies, and improving data hygiene; Manage Customer Success communications, documentation, and knowledge resources; Collaborate with cross-functional teams to improve operational processes and execution; Take ownership of additional operational projects and cross-functional initiatives based on evolving business priorities; Drive operational consistency across the AMER Customer Success organization; Manage internal communications and lead regional operational cadences; Support forecasting processes, risk reviews, and operational reporting; Continuously identify opportunities to improve team efficiency

Requirements

5+ years of combined experience in Customer Success and Project/Program Management in the SaaS industry; Experience coordinating cross-functional initiatives and driving projects from planning through execution; Experience supporting leadership teams with operational planning, reporting, communications, and program coordination; Experience managing recurring operational cadences such as forecasting, team meetings, or leadership communications; Experience creating executive-ready presentations, documents, dashboards, and reports; Strong project management and organizational skills with the ability to manage multiple priorities simultaneously; Excellent written and verbal communication skills; Highly detail-oriented with strong analytical skills and a passion for maintaining accurate data and operational excellence; Comfortable analyzing business metrics, validating data, and supporting forecasting processes; Ability to collaborate effectively across Customer Success, Revenue Operations, Enablement, Sales, and other cross-functional teams; Self-motivated and proactive, with the ability to work independently and identify opportunities for improvements; Strong facilitation and meeting management skills, including leading recurring operational meetings and driving accountability for action items; Advanced proficiency using AI to save manual effort and time and improve efficiencies; Adaptable and comfortable with ambiguity and taking ownership of new initiatives and operational projects as business priorities evolve

Nice to have

PMP certification; Bachelor's degree in Business, Project Management, Information Systems, or a related field; Familiarity with business intelligence and reporting tools such as Power BI, Tableau, or Looker

Benefits

Dental, medical, vision, disability and life insurance options; Equity + ESPP; Flexible PTO; Flexible spending; Commuter benefits; Wellness benefits; Adoption and parental leave benefits; Eligibility for a target bonus; Bonus/equity may be available