Customer Programs Manager US Operations

Role and Responsibilities:

• Build and own post-sales programs, including onboarding frameworks, service standards, escalation processes, and customer experience playbooks across different customer segments.
• Develop and manage a Voice of Customer strategy by analyzing customer feedback, satisfaction metrics, retention signals, and support trends to generate actionable insights.
• Create scalable customer enablement initiatives, including educational resources, certification paths, and self-service materials that accelerate customer adoption.

Qualifications and Experience:

• 5+ years of experience in Customer Success, Customer Experience, Program Management, or a related field, preferably within B2B SaaS or technology companies.
• Proven experience creating and managing customer programs from inception, including defining objectives, launching initiatives, and measuring impact.
• Strong understanding of customer feedback methodologies, including Voice of Customer programs, NPS, CSAT, and customer health metrics.

Compensation and Benefits:

• Competitive base salary ranging from $125,000 to $145,000.
• Comprehensive healthcare coverage for employees and families, including dental and vision plans.
• Flexible vacation policy, equity opportunities, and maternity/paternity leave support.