Now Hiring: Senior Program Manager – Customer Success Strategy
I’m partnering with a leading enterprise technology organization that is looking for a Senior Program Manager to help drive the execution and evolution of high-impact Customer Success programs supporting a rapidly growing mid-market customer base. This is not a technical program management or software implementation role. The team is looking for someone who brings a strong business strategy mindset and knows how to take complex, ambiguous business challenges, create structure around them, align cross-functional stakeholders, and drive measurable outcomes. The organization has experienced significant growth within its mid-market customer segment, making this an exciting opportunity to help mature and scale established Customer Success programs in a fast-changing environment.
What You’ll Do
• Lead complex, cross-functional Customer Success programs from strategy through execution
• Drive measurable business outcomes across established programs serving growing customer segments
• Break ambiguous business challenges into structured workstreams, priorities, decisions, and action plans
• Partner across Customer Success, Operations, Strategy, Product, Sales, and other business functions
• Establish clear ownership, operating rhythms, governance, metrics, and accountability across initiatives
• Identify program risks, dependencies, and trade-offs and bring clear recommendations to leadership
• Use data to guide strategic conversations and influence decision-making
• Develop concise executive-level communications, recommendations, and program updates
• Influence stakeholders across multiple organizations without relying on direct authority
• Adapt quickly as customer needs, business priorities, and program requirements evolve
What We’re Looking For
• 8+ years of experience leading complex, cross-functional programs in SaaS, technology, consulting, Customer Success, or business transformation environments
• Proven track record of driving outcomes, not simply managing project plans or timelines
• Strong business strategy and analytical mindset
• Demonstrated ability to bring structure and clarity to ambiguous problems
• Exceptional stakeholder management across highly matrixed organizations
• Experience partnering with and presenting recommendations to senior leadership
• Strong executive presence and strategic storytelling skills
• Ability to balance long-term strategy with hands-on program execution
• Experience using metrics, operating models, governance, and decision frameworks to drive execution
• Excellent written and verbal communication skills
Especially Relevant Backgrounds
Candidates coming from management consulting, business transformation, strategy & operations, Customer Success strategy, or enterprise SaaS program leadership may be especially well aligned.
The Ideal Profile
You’re someone who can walk into a rapidly evolving business environment where every answer isn’t obvious.
You ask the right questions, bring structure to the problem, develop a point of view, align the right stakeholders, and move the organization toward a measurable outcome.
You’re equally comfortable developing strategy, working through the operational details, and presenting a concise recommendation to senior executives.
If your background sits at the intersection of business strategy + program leadership + Customer Success + cross-functional execution, I’d love to connect.
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