Program Manager, Customer Success Operations

Udemy•Denver, CO

10h•$118,000 - $147,000•Hybrid

About The Position

We are looking for an experienced Program Manager to join our Customer Success Operations team. This role will focus on developing, implementing and maintaining programs that enhance customer experience, drive retention, and support the overall growth of our customer success organization. The ideal candidate will have a strong background in program management, operations, and customer success.

Requirements

5+ years of experience in Program/Project Management roles ideally across a Customer Success Operations, Customer Success Management discipline
Knowledge of customer success methodologies and frameworks
Experience with project management platforms.
Prior experience in a SaaS environment.
Tech-savvy: Familiarity with other customer success tools and CRM systems (e.g., Salesforce) is a plus.
Customer-centric Mindset: Passion for creating outstanding customer experiences and helping teams achieve that goal
Project Management: Strong project management skills, with the ability to manage multiple priorities and deadlines effectively.
Project Management Technologies: Strong proficiency in project management tools.
Cross-functional Collaboration: Experience working cross-functionally with teams such as Sales, Marketing, and Product.
Communication: Excellent verbal and written communication skills, with the ability to present complex information in an understandable and actionable way.

Responsibilities

Drive cross functional projects, transformational projects, and change management projects in partnership with CS Leadership
Customer Advisory Board ownership, Winback Program management
Design, implement, and manage customer success programs and initiatives
Develop standardized processes and workflows to improve operational efficiency
Create and maintain program documentation, playbooks, and best practices
Monitor program performance and implement continuous improvement strategies
Provide ongoing training and support to the Customer Success team on tools, process and policies.
Create training materials and best practice documentation.
Collaborate cross-functionally with Sales, Marketing, Product, and Engineering to align customer success strategies and programs across teams.

Benefits

You’ll get full access to Udemy courses, a monthly UDay to invest in yourself, and a budget to spend on whatever helps you improve.
Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most.
Benefits vary by region, and we encourage applicants to review our Australia Benefits, India Benefits, Ireland Benefits, Mexico Benefits , Turkiye Benefits & US Benefits, pages to get an understanding of some of the benefits we offer.
For details on region-specific benefits, please refer to the information provided during the hiring process.
Benefits outlined are provided as a general overview and may vary depending on the location, role, and employment classification.
All benefits are subject to change at the discretion of the organization and in accordance with applicable laws and policies.

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