Customer Success, Program Management, Senior Manager

About the position

The Senior Program Manager is a key leader in our Customer Success organization, responsible for driving large-scale, cross-functional initiatives. This role ensures seamless collaboration, flawless execution, and effective communication across teams. The Senior Program Manager works closely with executives, strategy leaders, technology partners, and other stakeholders to align programs with the company's business strategy and customer experience goals.

Responsibilities

• Drive the strategic development of large-scale, cross-organizational programs by understanding and contributing to the overarching business strategy, bridging the gap between cross-functional teams to realize the program vision.
• Build cross-functional relationships and proactively drive alignment across diverse stakeholder groups.
• Collaborate with Product Managers, Product Architects, Support Engineers, and Success Managers to design delivery models that best suit the customer experience.
• Partner with experience teams to influence technology and process building that aligns with Customer Success strategies.
• Adapt communication style and content to necessary audiences, from executive leadership to cross-functional working groups.
• Develop the program approach and lead the charge to successful delivery by driving program plans and all related launch activities tied to Product, Offer, and Experience launches through our formal stage gate process.
• Partner with Business Technology and other shared services teams to staff, prioritize, and capacity plan across all programs using agile methodologies.
• Lead dynamic team meetings to foster cross-team collaboration and drive fearless decision-making, ensuring program alignment and securing executive buy-in and support.
• Successfully bridge the gap between strategy, capacity, content, technology, engineering, support delivery, and global enablement.
• Develop, implement and champion PMO best practices across the organization, including program plans, risk management practices, and stakeholder engagement strategies.

Requirements

• 10+ years of Program Management experience in a highly matrixed environment.
• Outstanding organizational, communication (verbal, presentation, written), and interpersonal skills.
• Strong understanding of Salesforce products and how they integrate to offer comprehensive solutions to our prospects and customers.
• Proven experience working with global teams across multiple cultures, time zones, departments, and functions.
• Ability to establish credibility and rapport with senior executives, technical, and non-technical team members.
• Ability to anticipate problems, develop mitigation plans, and effectively escalate gaps to leaders.
• Flexibility and agility in shifting direction quickly as priorities change.
• Strong problem-solving skills, process-driven mindset, and resourcefulness.
• Analytical thinker willing to make cross-functional decisions in a fast-paced, dynamic environment.
• Self-starter; willing to dig in and get the job done with minimal guidance.

Nice-to-haves

• Certified ScrumMaster (CSM), PMI Agile Certified Practitioner (PMI-ACP), Professional Scrum Certifications (PSM) or Scaled Agile Framework (SAFe) Scrum Master (SSM)

Benefits

• For Washington-based roles, the base salary hiring range for this position is $155,400 to $213,800.
• For Illinois based roles, the base salary hiring range for this position is $155,400 to $213,800.
• Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.
• Certain roles may be eligible for incentive compensation, equity, benefits.