Senior Program Manager, Enterprise Customer Success

Impinj

89d • $115,000 - $190,000

About The Position

The Senior Program Manager, Enterprise Customer Success will lead the design, implementation, and optimization of customer success programs for our most strategic enterprise accounts. This role combines program management expertise with deep customer advocacy, ensuring our enterprise customers achieve maximum value from our solutions while driving sustainable growth for the organization. We’re looking for someone who brings a passion for customer success and a proactive approach to identifying and removing obstacles that may impact program delivery. This individual will play a critical role in ensuring Impinj delivers on its commitments and drives meaningful outcomes for our customers—even when navigating complex challenges.

Requirements

• 8+ years of progressive experience in customer success, program management, or business operations within B2B technology environment
• Experience managing enterprise customer relationships (>$1M ARR accounts preferred) with a proven track record of leading complex, cross-functional initiatives and delivering high-stakes projects
• Experience in IoT, RFID, or technology hardware industries, with the ability to communicate technical solutions effectively
• Background in management consulting or business operations, with a focus on scalable process and program development
• Relevant certifications such as Six Sigma, PMP, or equivalent, demonstrating expertise in structured program execution
• Strong ability to understand and articulate customer needs, ensuring their perspectives inform strategic planning
• Excellent communication and relationship-building skills, with a track record of influencing teams and presenting to executive audiences
• Bachelor’s degree or equivalent experience in a technical field

Responsibilities

• Design and lead scalable customer success programs for enterprise customers, coordinating across Sales, Product, Engineering, Support and Operations to deliver cohesive customer experiences
• Lead and influence cross-functional initiatives involving multiple internal teams, external partners, and enterprise stakeholders without direct authority
• Establish program governance frameworks, including regular executive reviews, escalation processes, and aligning strategic priorities which influence resource allocation decisions
• Conduct regular business reviews and facilitate customer advisory sessions to assess satisfaction, gather actionable feedback and identify opportunities for improvement
• Serve as the primary advocate for enterprise customer needs, ensuring their perspectives inform strategic planning and decision-making
• Build and maintain trusted relationships with enterprise customers and internal stakeholders, providing transparent communication of program updates, milestones, and strategic outcomes to senior leadership
• Develop and manage detailed project plans, timelines, and resource allocations, while tracking progress, addressing risks and dependencies, and ensuring timely delivery of complex initiatives
• Develop and implement standardized, data-driven processes and tools to enhance the enterprise customer experience, including the design of models and procedures for collecting and analyzing customer interaction data (e.g., NPS, CSAT) to identify trends and drive continuous improvement

Benefits

• Competitive benefits
• Support for remote work or a desk with a view
• Weekly Q&A sessions with our executive team
• Open paid time-off policy paired with a respect for work/life balance
• Healthcare benefits
• 401(k) plan and company match
• Merit increases, annual bonus and stock based on individual performance
• Sales incentives based on revenue or utilization

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees