Customer Health Program Manager - Remote (USA or Canada)

TeamViewer Germany GmbH • Toronto, ON

74d • Remote

About The Position

TeamViewer provides a leading Digital Workplace platform that connects people with technology—enabling, improving and automating digital processes to make work work better. Our software solutions harness the power of AI and shape the future of digitalization.
We believe that our diverse teams and strong company culture are key to the success of our products and technologies, that hundreds of millions of users around the world and around 645,000 customers across all industries rely on. With more than 1,900 employees worldwide, we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive. Are you ready to join our team and make an impact?
The Customer Health Program Manager is responsible for designing, implementing, and operationalizing programs that improve customer retention, drive product adoption, deepen customer value realization, and reduce churn. This role partners cross‑functionally with Customer Success, Support, Product, Sales, and Operations to ensure customer health insights drive actionable outcomes.
This person will own the strategy and execution of customer health frameworks, including risk identification, proactive engagement motions, playbooks, and reporting, ensuring a consistent, data‑driven approach to improving customer experience and long-term satisfaction.

Requirements

• 5+ years in Customer Success, Program Management, Customer Experience, or Strategy roles.
• Experience creating and managing customer‑facing programs at scale.
• Strong analytical skills with the ability to interpret data and convert insights into action.
• Proven ability to work cross‑functionally and influence without direct authority.
• Excellent communication, storytelling, and presentation skills.
• Familiarity with customer success platforms (e.g., Gainsight, Totango, Salesforce) is highly desirable.
• Background in SaaS, technology, or subscription-based business preferred.
• Customer-centric mindset
• Strong operational and program management skills
• Data-driven decision making
• Stakeholder management and cross-functional leadership
• Problem-solving and critical thinking
• Ability to thrive in fast-paced, evolving environments
• Up to 25% travel requirement

Responsibilities

• Customer Health Strategy & Frameworks
• Develop and maintain a scalable customer health scoring model incorporating usage, engagement, sentiment, support trends, product adoption, and business signals.
• Build and continuously refine health categories (e.g., Healthy, At Risk, Critical) to ensure early risk detection.
• Lead cross-functional alignment on definitions of churn risk, health thresholds, and proactive intervention strategies.
• Program Design & Execution
• Design and run targeted customer health programs (e.g., low‑usage outreach, adoption accelerators, renewal risk engagement, feature enablement campaigns).
• Build playbooks and operational workflows for Customer Success Managers, Support, and Sales to act on customer health insights.
• Launch proactive communication programs to address specific customer behaviors (e.g., customers not activating new products, under‑utilizing AI credits, not engaging with support resources).
• Risk Identification & Mitigation
• Monitor customer health trends and signals, identifying accounts that require proactive engagement.
• Partner with CSMs and Sales to build recovery plans for at‑risk customers.
• Track program impact on customer churn, retention, adoption, and revenue.
• Cross-Functional Collaboration
• Work closely with Product and Data teams to ensure customer health metrics reflect product usage and customer journey stages.
• Partner with Support to integrate ticket insights into health scoring and risk models.
• Collaborate with Marketing to build customer education, onboarding, and adoption‑driving content.
• Analytics & Reporting
• Build dashboards and reports to track customer health, adoption, risk trends, and program impact.
• Provide regular reporting to leadership on health trends, root causes, and recommended actions.
• Identify patterns that inform company‑wide improvements.
• Enablement & Change Management
• Train internal teams on customer health scoring and program processes.
• Drive consistency in how teams identify, communicate, and act on customer risk signals.
• Ensure operational alignment across global teams and continuous improvement of processes.

Benefits

• Competitive compensation including stock-based options
• Flexible PTO and paid holidays
• 401(k) with employer matching
• Comprehensive Health insurance package including 100% employer-paid medical coverage
• Up to 12 weeks of Parental Leave
• Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid
• Quarterly teambuilding events, leadership luncheons, and companywide “All Hands” meetings
• Open door policy and business casual dress code

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed