We are looking for a Customer Success Program Manager to serve as the critical link between our customers and internal teams. In this role, you will own the end-to-end coordination of customer-driven initiatives, ensuring that requests, escalations, and strategic priorities are tracked, communicated, and delivered with excellence. You will act as a trusted partner to customers while driving alignment and accountability across Sales, Application Engineering, Product, Support, and other internal stakeholders.
What You'll DoCustomer Engagement & Relationship Management
- Serve as the primary program-level point of contact for assigned customers, building trusted relationships across customer stakeholders from end users to executive sponsors.
- Lead regular customer touchpoints - including business reviews, status calls, and project check-ins - to communicate progress, surface risks, and align on priorities.
- Translate customer needs, feedback, and escalations into clearly defined internal initiatives with measurable outcomes and timelines.
- Proactively communicate updates, blockers, and milestone achievements to customers in a clear, professional manner.
- Partner with Sales, Customer Success Management, and Application Engineering to support renewals, expansions, and overall customer health.
- Willingness to travel to customer sites for key engagements, business reviews, and relationship-building activities.
Cross-Functional Program Management & Delivery
- Maintain a centralized view of all active customer-driven initiatives, ensuring each has a clear owner, timeline, and success criteria.
- Facilitate cross-functional stand-ups, working sessions, and alignment meetings with Sales, Application Engineering, Product, Support, and Operations teams.
- Track initiative progress against committed timelines; proactively identify risks, surface blockers, and drive resolution before they impact customers.
- Manage and control scope creep by documenting requests, establishing change control processes, and communicating tradeoffs to stakeholders.
- Build and maintain program dashboards, status reports, and documentation to provide real-time visibility into customer initiative health.
- Identify patterns across customer requests to inform product roadmap discussions and process improvements.
- Lead through influence without authority, driving accountability across teams that do not report directly to this role.
Process Design & Operational Excellence
- Design and implement scalable processes for intake, prioritization, and delivery of customer requests across internal teams.
- Define and document escalation paths, ensuring issues are routed to the right teams with appropriate urgency and follow-through.
- Conduct post-delivery retrospectives with internal teams and customers; capture lessons learned and implement process improvements.
- Align delivery timelines with software release schedules, support cycles, and organizational planning horizons.
- Monitor and report on key program health metrics including on-time delivery, customer satisfaction, and resolution time.
RequirementsRequired Qualifications- 5-7+ years of experience in program management, customer success, or a related customer-facing role.
- Demonstrated ability to manage complex, cross-functional initiatives from inception through delivery.
- Proven track record of building strong customer relationships and managing stakeholder expectations with confidence and diplomacy.
- Strong project management skills, including planning, risk identification, prioritization, and status reporting.
- Ability to influence outcomes and drive accountability without direct reporting authority.
- Exceptional written and verbal communication skills, including the ability to tailor messaging for technical and non-technical audiences.
- Experience working comfortably across multiple concurrent programs and customer accounts.
- High degree of personal accountability, attention to detail, and ownership mindset.
- Proficiency with Jira and HubSpot, or similar project management and CRM tools.
- Willingness to travel as needed to support customer engagements and on-site visits.
Preferred Qualifications- Bachelor's Degree in Business, Engineering, or a related field preferred.
- PMP, CSM, or equivalent project/program management certification.
- Experience in a SaaS, technology, or industrial software environment.
- Exposure to manufacturing, industrial automation, or robotics customer environments.
- MBA or relevant graduate degree.
Benefits- Competitive Healthcare Coverage
- Unlimited PTO
- Commuting Expenses Covered
- Telecommunications Stipend
- 401k Match
- HSA Employer Contribution
