Program Manager, Customer Success Operations

Udemy•Austin, TX

18h•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.
Strong project management skills, with the ability to manage multiple priorities and deadlines effectively.
Strong proficiency in project management tools.
Experience working cross-functionally with teams such as Sales, Marketing, and Product.
Excellent verbal and written communication skills, with the ability to present complex information in an understandable and actionable way.
Customer-centric Mindset: Passion for creating outstanding customer experiences and helping teams achieve that goal

Nice To Haves

Familiarity with other customer success tools and CRM systems (e.g., Salesforce) is a plus.
Tech-savvy

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.