Principal Program Manager, Customer Success Enablement

Accountabilities:

• • Lead enterprise-scale Customer Success and Client Support programs from strategy and scoping through execution, adoption, measurement, and continuous improvement.
  • Partner with CX Operations, Client Support, Sales, Engineering/IT, and executive stakeholders to streamline workflows, improve handoffs, and strengthen the customer lifecycle.
  • Develop data-driven engagement strategies for at-risk customers, identifying root causes and targeted interventions to improve retention and customer outcomes.
  • Lead internal and, when appropriate, external business reviews, translating operational findings into corrective action plans and measurable improvements.
  • Design and implement AI-powered workflows, automation, and technology solutions that improve support efficiency, response times, resolution quality, and team productivity.
  • Analyze support volumes, ticket trends, customer satisfaction, operational metrics, and other performance data to identify opportunities and quantify business impact.
  • Build and maintain executive-ready dashboards and reporting that track KPIs, process improvements, AI initiatives, ROI, and customer outcomes.
  • Develop project plans, timelines, resource requirements, stakeholder communications, and execution tracking for strategic initiatives.
  • Create SOPs, documentation, enablement materials, and training resources that support successful workflow implementation and sustained adoption.
  • Provide strategic thought leadership to Customer Success executives, bringing a test-and-learn mindset, creative problem solving, and structured analysis to ambiguous business challenges.

  Requirements:

  • Bachelor’s degree in Business, Analytics, or a related discipline, or an equivalent combination of education and experience; PMP or a similar project management certification is preferred.
  • 8–10 years of experience in program management, project management, business operations, business analysis, or a related analytical function; experience supporting Client Support, Customer Experience Operations, or Sales organizations is a plus.
  • Demonstrated ability to operate independently in fast-paced, evolving environments with ambiguity, competing priorities, and significant autonomy.
  • Proven experience implementing AI tools, automation, or technology-enabled process improvements; hands-on experience with Claude or comparable AI tools is preferred.
  • Advanced proficiency with Microsoft Office, particularly PowerPoint for executive-level presentations, as well as Salesforce and Salesforce Service Cloud.
  • Strong analytical capabilities, including SQL and Excel; experience with business intelligence platforms such as Databricks or Sigma is preferred.
  • Excellent communication, presentation, stakeholder management, and executive engagement skills, with the ability to influence and drive alignment without direct authority.
  • Strong business judgment and problem-solving abilities, with the capacity to evaluate complex information, identify root causes, and translate insights into practical strategies.
  • A highly entrepreneurial and collaborative mindset, with a demonstrated ability to build solutions from scratch and successfully lead cross-functional initiatives.

  Benefits:

  • Competitive compensation package based on experience, qualifications, skills, and location.
  • Opportunity to lead high-impact, enterprise-level Customer Success transformation initiatives.
  • High-visibility role with regular exposure to senior and executive leadership.
  • Significant autonomy and ownership in a fast-paced, evolving environment.
  • Opportunity to work at the intersection of customer experience, AI, automation, analytics, and business transformation.
  • Cross-functional collaboration with Client Support, Customer Experience, Sales, Engineering/IT, and executive teams.
  • Professional growth through exposure to strategic initiatives and complex business challenges.
  • Opportunity to build and scale new programs, processes, tools, and enablement solutions.