Senior Program Manager, Customer Experience

PERSUIT•New York, NY

2d•$142,500 - $150,000•Remote

About The Position

PERSUIT is hiring a Senior Program Manager to lead complex professional services programs for Fortune 100 and Fortune 500 clients. The role owns end-to-end delivery of 2–4 concurrent strategic programs, each involving multiple workstreams and client, law firm, and internal stakeholders. The Senior Program Manager is accountable for scope, schedule, governance, and risk, guiding programs from Sales handover through go-live and transition to Customer Success. This is a player-coach role: alongside delivering programs, the Senior Program Manager will coach Onboarding Managers and improve program management standards through scalable playbooks and processes. The position involves executive governance, technical discovery, configuration, data migration, integrations with client e-billing and AP systems, go-live readiness, change control, and adoption. It is remote and open to U.S.-based candidates, with a strong preference for New York and up to 20% travel to client sites.

Requirements

At least 8 years of client-facing program or project management experience in enterprise SaaS implementations, including technical discovery, integrations, and data migration.
Track record of building or significantly improving program management processes.
Experience working to Statements of Work and maintaining clear scope boundaries with clients.
Experience running committee-led governance and managing executive stakeholders at Fortune 500 or equivalent organizations.
Ability to set direction for stakeholders who may not yet know what they need, manage expectations, and push back when needed.
Clear communication skills, including translating complexity for technical and non-technical audiences.
Experience managing programs requiring significant internal coordination across Product, Engineering, and go-to-market teams.
Confidence using program management software and AI tools to work efficiently and scale delivery.
Current, valid work authorization in the country where the role is based; visa or work permit sponsorship is not available.

Nice To Haves

Experience in legal technology, legal operations, or legal spend management.
PMP, PgMP, PRINCE2, or similar certification.
Experience with e-billing, AP, or procurement systems such as Coupa or SAP Ariba, particularly for financial services or other regulated clients.
Experience at a high-growth SaaS company where processes are still being built.
Experience building governance playbooks, delivery templates, or enablement resources used across a team.

Responsibilities

Lead strategic programs from Sales handover through go-live and transition to Customer Success, delivering against the Statement of Work on time, on budget, and in scope.
Run steering committees and executive reporting, maintaining clear decision and change logs.
Anticipate risks and dependencies, maintain risk and issue logs, and escalate issues early.
Lead requirements gathering with Solutions Architects and engineers, and oversee configuration, data migration, and integrations with client e-billing and AP systems.
Define go-live criteria and UAT standards, and manage cutover.
Manage change control against the Statement of Work, flag out-of-scope requests, and support drafting Statements of Work for new work.
Drive client adoption and change management to deliver measurable value.
Coordinate across client legal, procurement, finance, and IT teams, consultants, vendors, and internal teams; share implementation insights with Product and Engineering.
Coach Onboarding Managers through coaching and program reviews, leading by expertise rather than line management.
Build and improve playbooks for governance, change control, risk, and reporting.