Senior Program Manager, Revenue Operations

We are looking for a Senior Program Manager to be the program partner for the Customer Success Experience. You will work with Customer Success stakeholders and the CS Revenue Operations lead to plan, deliver, and land change across the post-sales lifecycle, from onboarding and adoption through renewal. You will also drive Customer Success milestones, readiness, and operational handoff on enterprise-wide transformations, working with the enterprise program lead and your peers across Program Management. You will run each program from approved request to handoff into business-as-usual (BAU) operations. Business leaders and RevOps decide priorities. You make the work happen, show the capacity and trade-offs, and confirm that the change is adopted.

Responsibilities

Own delivery of programs for the Customer Success team: cross-functional change with high ambiguity that needs executive decisions and ends with a handoff to BAU; Run the full delivery cycle, including requirements gathering, timelines, UAT, quality, training, and launch; Meet with Customer Success, Support, Product, Finance, Legal, and Sales stakeholders to understand business needs and turn them into specific deliverables; Evaluate existing processes and systems to identify opportunities for improvement, translate business needs into scalable solutions, and drive implementation with functional and technical owners; Design and launch new Customer Success processes, playbooks, and SOPs as part of assigned programs and initiatives, establishing scalable operating models and transitioning ongoing ownership to RevOps for BAU execution; Partner with the Enablement team on rollout, training, and adoption so that launched changes are used and sustained; Coordinate with RevTech, Salesforce admins, and developers on timelines and resourcing, and raise conflicts and delays early; Lead stakeholder communication and resolve disagreements so that Customer Success, Sales, Finance, and Legal agree on outcomes; Drive Customer Success milestones, readiness, and operational handoff on enterprise transformations, working with the enterprise program lead; Establish success measures and track adoption and business outcomes to ensure delivered programs achieve their intended value

Requirements

6+ years of experience in a revenue or customer-facing operations organization (Customer Success, Account Management, Support, or Sales), owning delivery of strategic initiatives; Experience introducing new technology, workflows, and processes in a post-sales or Customer Success organization, including renewals, onboarding, adoption, or customer health programs; Experience building a business case and gathering requirements across several departments, such as Customer Success, Sales, Finance, Marketing, Product, and Legal; Skill at setting targets and KPIs for a business case, and at measuring whether a change was adopted and delivered its value; Experience delivering change in Salesforce and in tools integrated with it, working alongside admins and developers to deliver requirements; Hands-on experience with Gainsight and Gong, including Gong for forecasting; Skill at setting timelines and aligning resources to meet them, and at managing executive stakeholders through decisions; Comfortable leveraging AI tools to streamline workflows, improve operational efficiency, and accelerate program delivery; Clear written and verbal communication, strong organization, and attention to detail; Comfort working in a changing, fast-paced environment and building a new way of working with business partners

Benefits

Equity; Generous benefits program