Position Summary
We are seeking an experienced Senior Program Manager to serve as the connective tissue between our Product Management and Go-to-Market teams on complex software migration engagements. You'll orchestrate cross-functional alignment, manage dependencies, surface risks early, and ensure our executive team has clear visibility into program health and business outcomes. You'll work closely with our Product and GTM leaders to ensure account qualification, seamless delivery, and customer success.
Responsibilities
GTM Program Design & Operationalization
- Own the end-to-end customer journey program from opportunity qualification through post-implementation success. Define and document the workflows, playbooks, and quality gates that govern customer flow across Sales PS TS CSM. Map dependencies and handoff points between teams. Establish clear qualification criteria at each stage. Document and iterate on the 4Sales to Success4 operating model.
Customer Journey Health & Flow Monitoring
- Establish KPIs that measure customer flow health across the entire lifecycle: lead qualification quality, sales-to-CSO handoff smoothness, PS delivery predictability, time-to-value, and post-delivery retention rates.
Risk, Dependency & Escalation Management
- Proactively surface cross-functional risks and dependencies. Work with stakeholders to develop mitigation strategies. Identify at-risk engagements early and escalate for leadership intervention.
Customer & Internal Stakeholder Management
- Serve as a key touchpoint for our Chief Customer Officer on program progress, timeline, and scope. Coordinate internally to ensure timely responses to customer escalations. Facilitate executive steering committee meetings when needed. Partner with Sales and Customer Success to ensure smooth transitions and identify expansion opportunities.
AI-Powered Reporting & Program Intelligence
- Deploy AI agents to aggregate health data from multiple systems (Jira, Salesforce, internal PS tracking, Gainsight) into unified executive dashboards. Automate recurring program status reports. Build models to flag at-risk engagements based on velocity, scope changes, and milestone deviation patterns. Use AI to route escalations intelligently and notify stakeholders proactively of issues requiring attention.
Required Qualifications
- 8+ years of program/engagement management experience, preferably in Professional Services, SaaS implementation, systems integration, or consulting delivery
- Comfort working in a matrix environment and proven ability to manage complex cross-functional initiatives with multiple stakeholders (Product, Services, Finance, Customer Success, Sales)
- Experience tracking and reporting on program health, KPIs, and business outcomes and fluency with program management or BI tools (Tableau, Salesforce, Jira, Smartsheet)
- Strong executive communication and ability to present clear business narratives for C-suite audiences and surface risks without noise
- Demonstrated ability to anticipate problems, manage ambiguity, and drive resolution across teams without direct authority
- Experience with software implementations, cloud migrations, or large platform transitions
Preferred Qualifications
- Background in customer-facing Professional Services or managed services delivery, GTM Operations, or business process transformation
- Experience with AI-driven automation, workflow automation (Power Automate), or building self-service dashboards (Power BI, Claude).
- Familiarity with Salesforce, Gainsight, or similar platforms for tracking customer success and engagement metrics
- Finance acumen: understanding of PS unit economics, margin management, and how engagements impact revenue and renewal risk
Forcepoint is committed to fair and equitable compensation practices. The salary range and variable compensation for this role is 140,000.00 - 180,000.00 and represents the low and high end of compensation for this position. Actual salaries are determined by various factors including, but not limited to, location, experience, and performance. The range listed is just one component of Forcepoint's total compensation package for employees. Other rewards may include bonuses, paid time off policy, and many region-specific benefits
Don't meet every single qualification? Studies show people are hesitant to apply if they don't meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace - so if there is something slightly different about your previous experience, but it otherwise aligns and you're excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.
