Program Manager, Customer Success Operations

brightwheel

About The Position

Early education is one of the most important determinants of childhood outcomes, a critical support for working families, and a $175B market that remains underserved by modern technology. Brightwheel is the largest, fastest growing, and most loved platform in early ed, trusted by millions of educators and families every day. We are a three-time Cloud 100 company, backed by top investors including Addition, Bessemer, Emerson Collective, Lowercase Capital, Notable Capital, and Mark Cuban. Our team is passionate, talented, and customer-focused. We embody our Leadership Principles in our work and culture. We are a distributed team with remote employees across every US time zone, as well as select offices in the US and internationally. Brightwheel is seeking an experienced Program Manager to join the Customer Success Operations team. In this role, you will support a critical function or area in our business by driving results through analyzing root causes, developing aligned solutions, executing a prioritized roadmap of initiatives, and owning initiatives while also managing others to get to the intended outcomes. You have a proven track record of managing the end-to-end customer lifecycle, with a specific focus on driving early-stage activation and long-term retention in a high-volume SMB environment. You excel in designing and implementing streamlined processes from the ground up and are adept at designing effective workflows, AI-enabled processes, and Salesforce (SFDC) automations. You thrive in dynamic settings, capable of both big-picture thinking and detailed execution, with razor sharp prioritization skills to ensure we are focused on the highest impact opportunities at all times. Your passion for improving operational efficiency is matched by your commitment to achieving ambitious goals. You are an outstanding communicator, able to influence stakeholders at all levels and drive results through collaboration and innovation. And of course, you are passionate about Early Childhood Education!

Requirements

Experience: Minimum of 4 years in operations, program management, or consulting within a high-growth SaaS environment; experience with customer-facing teams is highly preferred.
Analytical Fluency: Metrics-driven mindset with advanced Excel/Google Sheets skills (pivot tables, lookups); experience with data visualization tools like Sigma or Tableau a plus
Technical Proficiency: Proven ability to architect SFDC workflows and automations and collaborate with Systems Operations for timely implementation.
Strategic Problem Solving: Creative thinker adept at removing obstacles and transforming complex data into actionable business insights.
Stakeholder Management: Exceptional project management skills with the ability to influence senior management and cross-functional teams.
Communication: Outstanding verbal and written communication skills to drive informed business decisions.
Customer Empathy: Deep understanding of customer needs and a commitment to delivering exceptional customer experiences.

Responsibilities

Roadmap Ownership: Own the strategic roadmap for customer activation and retention, identifying customer journey friction points and implementing automated, scalable solutions to deliver better outcomes.
End-to-End Initiative Management: Drive programs from idea to execution by collaborating with Leadership and cross-functional partners including Analytics, Marketing, Product, and Systems Operations.
Operational Optimization: Embed with customer-facing teams to audit workflows, tooling, and data collection, developing clear assessments to improve their efficacy.
Data-Driven Decision Making: Synthesize quantitative and qualitative data to identify root causes and lead critical projects that enhance onboarding, retention, and customer satisfaction.
Scalable Solutions: Design and implement new SOPs, reporting, and AI-enabled workflows, partnering with SFDC administrators to deploy tech-driven improvements.
Strategic Prioritization: Use data to balance high-impact short-term projects with progress toward long-term strategic objectives.

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