Position OverviewThe Customer Experience Program Manager owns the design, documentation, and continuous improvement of the post-sale customer journey across all customer segments - translating business insights into structured programs that deliver customer success and OSV adoption, accelerate time to value, and ultimately drive Gross and Net Revenue Retention. This role ensures every milestone and engagement point in the customer lifecycle is documented, measurable, and continuously optimized.
Key Responsibilities- Journey Design & Documentation: Map, document, and maintain the end-to-end customer journey across all customer segments - from scalable, digital-first touchpoints to high-touch, relationship-driven engagement - defining key milestones, engagement points, and handoffs for each tier.
- Program Management: Design, launch, and manage customer experience programs from concept through rollout - including scoping, timelines, stakeholder alignment, and post-launch measurement.
- Data-Driven Mindset: Monitor key metrics (NPS, Customer Effort Score, retention, expansion, adoption) by segment to prioritize and build programs to drive GRR and NRR outcomes, iterating based on results.
- Cross-Functional Collaboration: Partner with Sales, Product, Service Delivery, Customer Success and Renewals teams to ensure programs are integrated into existing workflows across all segments without customer friction.
- Customer Advocacy: Represent the voice of the customer in program design, building feedback loops that surface what's working and what isn't at each journey stage and segment.
- Change Management: Roll out new and evolving programs as OSV's services expand, ensuring adoption internally and externally through clear communication and structured change plans and documented SOPs.
- Continuous Improvement: Stay current on customer experience and journey design best practices across delivery models, bringing an agile, test-and-learn approach to program iteration.
Qualifications- At least 3-5 years in a similar role with a proven track record in program or project management, customer experience, or customer success roles within SaaS, BPaaS, or technology sectors.
- Demonstrated experience designing and documenting customer journeys across varied engagement models (e.g. Pooled, High touch, etc.) and translating them into operational programs.
- Strong data-driven mindset - comfortable defining metrics, analyzing program impact by segment, and adjusting course based on results.
- Hands-on proficiency with customer success and workflow platforms such as Planhat, Salesforce, and Front (or equivalent CS/CRM tooling) to effectively document business requirements, milestones, track engagement, and report on program performance.
- Exceptional attention to detail balanced with the ability to move fast and prioritize.
- Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels, including executive audiences.
- Experience driving transformation initiatives within complex, multi-product or service organizations.
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