AI Initiatives Program Manager-Customer Success

Nutanix•Durham, NC

3d•Hybrid

About The Position

Hungry, Humble, Honest, with Heart. The Opportunity Are you a strategic thinker with a passion for driving innovative AI initiatives and enhancing customer success? Nutanix is looking for a driven leader to join our Customer Success team, where you'll spearhead transformative initiatives that shape how thousands of organizations unlock the full potential of hybrid multicloud technology. In this role, you'll drive high-impact AI-powered initiatives, influence cross-functional strategy, and deliver measurable outcomes in a fast-paced, collaborative environment that rewards bold thinking and execution. If you're ready to make your mark on the future of enterprise technology, we want to hear from you About the Team At Nutanix, you'll be joining the Customer Operations team within our Customer Success division , a dynamic, globally distributed group of six talented professionals spanning Serbia, Durham, NC, and Seattle, WA. Our team culture thrives on collaboration, mutual respect, and a shared commitment to achieving goals together. We believe in leveraging each other's strengths and maintaining open lines of communication, which not only helps us hit our objectives but also fosters an environment conducive to learning and personal growth. You will report to the Global Process and Enablement Leader for Customer Success Operations. The work setup is hybrid for our Durham, NC-based employees, requiring you to be in the office three days a week. This arrangement allows for valuable in-person collaboration while also providing the flexibility to balance your work and personal life. Additionally, while some travel may be involved, it is limited to a maximum of 10%, ensuring you can manage your time effectively. Your Role Take full ownership of AI-driven initiatives within Customer Success, overseeing all phases from ideation to implementation and continuous optimization. Lead cross-functional collaboration among Customer Success, Product, Engineering, and Operations teams to ensure alignment and timely execution of projects. Shape and influence the AI roadmap by identifying high-impact use cases and prioritizing rollout strategies that align with strategic business goals. Design and implement comprehensive change management plans that ensure smooth adoption of AI capabilities across teams and stakeholders. Utilize data analytics to uncover trends and insights, tracking program success metrics to inform continuous improvement and executive reporting. Establish robust governance structures to maintain oversight on project execution, risk management, and issue resolution processes. Develop clear communication strategies to engage stakeholders and ensure understanding of project objectives and outcomes. Achieve measurable improvements in customer adoption, satisfaction, and productivity within the first year, demonstrating the impact of AI initiatives.

Requirements

7+ years of experience in program management, particularly in cross-functional initiatives with Product and Engineering teams.
Strong background in Customer Success operations, workflows, and lifecycle management.
Proven ability to translate business requirements into technical specifications and manage technical stakeholders effectively.
Exceptional data analysis skills, with the ability to turn insights into actionable recommendations and present them to executive leadership.
Demonstrated expertise in change management, with a history of driving organizational transformation and influencing senior leadership.
Experience implementing AI or machine learning solutions in customer-facing or operational contexts.
Proficient with project management tools (e.g., Jira, Asana, Smartsheet) and data visualization platforms.

Nice To Haves

Advanced degree (MBA or related field) preferred, showcasing a strong foundational understanding of business principles.

Responsibilities

Take full ownership of AI-driven initiatives within Customer Success, overseeing all phases from ideation to implementation and continuous optimization.
Lead cross-functional collaboration among Customer Success, Product, Engineering, and Operations teams to ensure alignment and timely execution of projects.
Shape and influence the AI roadmap by identifying high-impact use cases and prioritizing rollout strategies that align with strategic business goals.
Design and implement comprehensive change management plans that ensure smooth adoption of AI capabilities across teams and stakeholders.
Utilize data analytics to uncover trends and insights, tracking program success metrics to inform continuous improvement and executive reporting.
Establish robust governance structures to maintain oversight on project execution, risk management, and issue resolution processes.
Develop clear communication strategies to engage stakeholders and ensure understanding of project objectives and outcomes.
Achieve measurable improvements in customer adoption, satisfaction, and productivity within the first year, demonstrating the impact of AI initiatives.

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