Lead - Program Management

Description

The role sits within the AMER Customer Success organization and focuses on running operational work and key Customer Success programs across the region.

You will work with AMER Customer Success leadership, the Customer Success Center of Excellence (CoE), and other cross-functional teams to coordinate regional programs, tighten operations, improve data quality, and keep execution consistent.

You report to the Senior Director of Customer Success and work with the AMER leadership team and the CoE to deliver regional priorities.

Core focus areas include keeping operations consistent across the organization, coordinating cross-functional work so it lands on time, running internal communications and regional operating rhythms, supporting forecasting, risk reviews and operational reporting, and finding ways to make the team more efficient.

Responsibilities

• Work with the CoE to carry out Customer Success initiatives and programs across AMER.
• Run biweekly regional customer risk reviews, making sure risks are logged, acted on, and reported up to leadership.
• Send the weekly Customer Success newsletter with key updates, initiatives, and announcements.
• Build and keep up the monthly Customer Success All Hands deck, gathering updates from leaders and preparing the meeting content.
• Organize the CSM Awards program, covering nominations, communications, and recognition.
• Support the quarterly forecast by checking churn data, flagging discrepancies, and improving data hygiene so the organization stays on course for retention targets.
• Maintain Customer Success communications, documentation, and knowledge resources.
• Work with cross-functional teams to improve operational processes and how work gets executed.
• Take on additional operational projects and cross-functional initiatives as business priorities shift.

Requirements

• A bachelor's degree in Business, Project Management, Information Systems, or a related field is preferred.
• 5+ years combined experience in Customer Success and project or program management within SaaS.
• Experience coordinating cross-functional initiatives from planning through delivery.
• Experience supporting leadership with operational planning, reporting, communications, and program coordination.
• Experience running recurring operational cadences such as forecasting, team meetings, or leadership communications.
• Experience producing executive-ready presentations, documents, dashboards, and reports.
• Strong project management and organizational skills, with the ability to juggle several priorities at once.
• PMP certification is preferred.
• Excellent written and verbal communication.
• Detail-oriented with strong analytical skills and a commitment to accurate data and operational excellence.
• Comfortable analyzing business metrics, validating data, and supporting forecasting.
• Able to work effectively with Customer Success, Revenue Operations, Enablement, Sales, and other cross-functional teams.
• Self-motivated and proactive, able to work independently and spot improvements.
• Strong facilitation and meeting management skills, including leading recurring operational meetings and holding people accountable for action items.
• Advanced proficiency in using AI to reduce manual work and improve efficiency.
• Familiarity with business intelligence and reporting tools such as Power BI, Tableau, or Looker is a plus.
• Comfortable with ambiguity and with taking ownership of new initiatives and operational projects as priorities change.

Conditions

This is a hybrid role, with onsite presence expected 3 days a week (Tuesday to Thursday) at the San Mateo, CA headquarters.

The annual base salary range is $123,000 to $152,000, and the role is eligible for a target bonus.

Pay depends on factors including location, experience, job-related skills, and level.

Equal opportunity is part of the company's hiring approach.

Benefits

• Bonus and equity may be available.
• Medical, dental, vision, disability, and life insurance options.
• Equity, ESPP, flexible PTO, flexible spending accounts, commuter benefits, and wellness benefits.
• Adoption and parental leave.