Senior Program Manager, Customer Experience

PERSUIT•New York, NY

1d•Remote

About The Position

PERSUIT is a legal spend management platform that helps large organizations manage outside counsel. Following its merger with Apperio, the platform supports the full lifecycle of legal spend, including sourcing outside counsel, real-time spend visibility, and e-billing. The Customer Experience team delivers enterprise implementations and builds lasting client partnerships. The Senior Program Manager owns end-to-end delivery of 2–4 concurrent strategic programs for Fortune 100 and Fortune 500 clients. Programs span multiple workstreams and involve client, law firm, and internal stakeholders with potentially competing priorities. The role is accountable for scope, schedule, governance, and risk from Sales handover through go-live and transition to Customer Success. It also helps raise program management standards by coaching Onboarding Managers and creating scalable delivery playbooks. This is a remote role for U.S.-based candidates, with a strong preference for New York, and includes 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.
A 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; certification is a plus, not a requirement.
Experience with e-billing, accounts payable, 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 according to the Statement of Work, on time, on budget, and in scope.
Run steering committees and executive reporting, and maintain decision and change logs.
Anticipate and manage 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 accounts payable systems.
Define go-live criteria and user acceptance testing standards, and manage cutover.
Manage change control against Statements of Work, flag out-of-scope requests, and support drafting Statements of Work for new work.
Drive client adoption and change management to achieve measurable program value.
Coordinate with client legal, procurement, finance, and IT teams; their consultants and vendors; and internal teams, while sharing implementation insights with Product and Engineering.
Coach Onboarding Managers through coaching and program reviews, without line management responsibility.
Build and improve playbooks for governance, change control, risk, and reporting.