Program Manager, Customer Success Operations

Udemy • Denver, CO

3h • Onsite

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.
• 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.

Responsibilities

• Drive cross functional projects, transformational projects, and change management projects in partnership with CS Leadership
• Examples of specific projects: 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees