Customer Success Program Manager

Drive high-priority initiatives from planning to delivery, ensuring they deliver measurable impact on customer experience, retention, and business growth. Partner with Customer Success, Sales, Systems, and Product teams to ensure seamless execution and alignment across functions. Define program scope, success metrics, timelines, and tracking methods, ensuring regular communication with stakeholders to drive alignment and accountability. Escalate high-priority issues to ensure prompt resolution and capture lessons learned to drive continuous improvement. Create and maintain documentation, workflows, and reporting frameworks to drive consistency, scalability, and transparency. Facilitate adoption of new processes, tools, and programs across cross-functional teams. Identify opportunities for automation, efficiency gains, and adoption of best practices. Analyze program data and KPIs to measure performance, identify trends, and recommend improvements. Build feedback loops with internal teams and customers to continually refine and optimize programs.