Job SummaryRole OverviewAs the Customer Experience Program Manager at Copado, you will report directly to the VP CX Transformation and play a pivotal role in driving the strategic evolution of our Customer Experience Operating System (CTX OS). In this role, you will lead the execution of high-impact, cross-functional programs designed to modernize how Copado interacts with, supports, and enables our customer base.
Specifically, you will own the program, tracking, and execution of three critical pillars: the Support Omnichannel AI Front Door, Customer Transformation Communications, and the ChurnZero Operating Layer. By transforming the customer experience into an AI-assisted, signal-driven response network, you will directly support our commercial targets. You will act as the operational engine that bridges data engineering, CS operations, marketing, and global support to deliver a frictionless experience for our global customers.
Key ResponsibilitiesDrive Strategic CX Programs:- Plan, execute, and monitor the delivery of core CX Operating System programs, including the Support Omnichannel AI Front Door.
Operationalize ChurnZero: - Elevate ChurnZero as our ultimate "system of action". Collaborate with CS Operations to build and refine automated plays, tasks, health scores, and alerts that turn customer signals (such as support friction, usage drops, or low testing adoption) into immediate, proactive customer success motions.
Orchestrate Customer Transformation Communications: - Partner with Marketing and Content leads to execute the Customer Transformation Communications program. Schedule and manage the delivery of customer experience transformation events, like AI adoption webinars, testing clinics, and follow-up outreach for the monthly customer newsletter to shape customer behavior at scale.
Enable AI Governance: - Assist the VP CX Transformation in implementing AI Quality Reviews and enforcing AI Guardrails. Ensure our customer-facing AI agents operate with high accuracy, zero hallucination incidents, and proper human approval pathways.
Coordinate Cross-Functional Workflows: - Serve as the operational glue between the CX Transformation team, Global Support teams, Customer Success team, and Technical Excellence teams to ensure seamless operating workflows and clear handoffs.
Track program Performance & KPIs: - In partnership with Customer Experience Data Engineers, track key programmatic metrics such as support case execution, success play completion, and customer health score improvements. To continuously demonstrate value and refine our operating playbooks.
Qualifications & Experience- 5+ years of experience in Technical Project Management, Program Management, or Customer Success Operations within an enterprise SaaS or cloud-based environment.
- Proven track record of program execution, with demonstrated ability to direct complex, cross-functional initiatives and hold global stakeholders (including Customer Success, Support, Services, and Marketing) accountable to project milestones.
- Strong data-driven analytical skills with the ability to synthesise customer telemetry, support case volume, and sentiment signals into actionable business metrics.
- Exceptional executive communication, storytelling, and presentation skills, with a proven ability to report on program health, project risks, and core commercial metrics directly to senior leadership.
- Process discipline and operational rigor, with deep experience establishing clear milestones, documenting tracking updates, and managing structured weekly operating cadences.
Preferred Qualifications- Strong "DevOps DNA" with direct familiarity with Salesforce cloud configurations, modern software delivery lifecycles, and agile methodologies.
- Experience implementing AI-assisted operational workflows, automated ticketing triage pipelines, or digital twin architectures (e.g., Customer Org Twin, Case Twin).
- Familiarity with omnichannel support tools, authenticated portal widgets, or CRM integration pipelines.
- Background in digital enablement, including coordinating high-volume customer communications, webinar schedules, developer office hours, and technical training events.
- Strategic commercial mindset with a clear understanding of how technical adoption, risk mitigation, and proactive enablement playbooks translate directly to protected GRR and maximized NRR.
BenefitsCopado offers a comprehensive benefits package, which includes:- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- 401(k) Plan
- Paid Time Off
- Wellness Perks
