Program Manager, Scaled Success

dbt Labs

About The Position

We are hiring a Program Manager, Scaled Success to architect and own our global tech-touch motion supporting nearly $10M in commercial revenue. This is a senior individual contributor role with end-to-end accountability for defining the strategy, operating model, and performance outcomes of our scaled customer segment. You will design the systems, programs, and engagement framework that drive adoption, retention, and expansion - building the leverage required to support hundreds of customers efficiently without dedicated 1:1 coverage. This is a 0→1 builder role. You will define the engagement model, implement the necessary tooling and processes, and continuously iterate based on performance data and customer feedback. Over time, this role may grow to oversee individual contributors who operationalize the programs you design. However, the core mandate is strategic ownership and measurable revenue impact. Reporting to the Global Head of Customer Solutions Architecture, this role is highly visible and deeply impactful. You will shape how dbt supports our foundational commercial segment, combining technical depth, systems thinking, and data-driven decision making to deliver durable business outcomes. If you thrive in ambiguity, love building from scratch, and want real ownership over retention and adoption outcomes - this role was built for you.

Requirements

5+ years of experience in a role where you have built systems and programs or been in a technical customer facing role with demonstrated ability to build for scale
Experience influencing renewal, retention, or expansion metrics
Energized by building something from 0 to 1 and then scaling it
Strong systems thinking and automation mindset combined with ability to zoom out, define strategy, and then execute
Highly autonomous and comfortable operating in ambiguity - you enjoy building the plane while flying it
Comfortable presenting technical concepts to a wide range of audiences, including live webinars and recorded content
Strong technical foundation with modern data warehousing architectures and analytics stack and automation and AI tooling

Nice To Haves

Prior experience building or owning scaled programs (CS, enablement, education, or technical programs)
Experience managing distributed or near-shore teams
Experience creating technical content for external audiences
Familiarity with automation tools, workflows, or systems thinking
dbt experience or dbt certification (big plus)

Responsibilities

Define and continuously evolve our low-touch engagement strategy
Design customer journeys, success milestones, and intervention triggers
Determine automation vs. 1:many vs. human engagement
Define tooling, data signals, and future headcount needs
Create durable systems, not one-off programs
Build and scale 1:many technical programs (webinars, office hours, adoption campaigns)
Partner with Training and Product Marketing to create durable technical education assets
Ensure customers adopt key dbt Platform capabilities
Serve as a technical escalation and guidance resource when needed
Design scalable workflows for renewals, churn risk detection, and expansion signals
Design internal processes that reduce manual effort and improve consistency
Continuously iterate using data and customer feedback
Partner with Sales on renewal and expansion strategy
Provide feedback loops to Product and Enablement
Act as the voice of the scaled commercial segment