YOUR IMPACTWe are seeking a Senior Program Manager to join our Professional Services (PS) team, supporting the success and growth of our most strategic enterprise customers. In this role, you will serve as a trusted advisor and primary point of contact for delivery execution, customer relationship management, and long-term account strategy. While initially aligned to a key enterprise customer, this role is designed to model best-in-class engagement across all high-value enterprise accounts.
This is a high-impact, customer-facing role where strategic judgment, cross-functional leadership, and a deep understanding of services delivery and customer needs will directly influence retention, expansion, and satisfaction.
WHAT THE ROLE OFFERS- Customer Success Strategy & Execution
- Own and advance the customer success strategy for the assigned account across all PS and product engagements.
- Establish a clear, outcomes-oriented engagement plan aligned to the customer's evolving business priorities.
- Trusted Advisor & Relationship Management
- Build and maintain strong relationships with key customer stakeholders.
- Proactively surface emerging needs and deliver strategic guidance across eDiscovery and adjacent service areas.
- Internal Advocacy & Delivery Alignment
- Serve as the voice of the customer within internal teams to align on delivery priorities and resolve issues.
- Lead internal coordination across PS, Product, Support, and Sales to ensure seamless service execution.
- Program Delivery & Cross-Functional Leadership
- Drive successful execution of services in alignment with contractual obligations and business outcomes.
- Coordinate efforts across multiple service lines and internal teams to ensure delivery excellence.
- Growth Enablement & Opportunity Identification
- Identify and shape upsell opportunities in close partnership with Sales.
- Develop and execute strategies that promote long-term value and account expansion.
- Strategic Judgment & Prioritization
- Exercise independent judgment in navigating competing demands within the account.
- Balance short-term delivery with long-term customer health and growth.
- Domain Expertise & Risk Mitigation
- Leverage expert-level understanding of eDiscovery and enterprise customer operations to solve delivery challenges and mitigate risk.
- Apply insights from the account to inform scalable approaches for similarly scaled enterprise customers.
WHAT YOU NEED TO SUCCEED- 7+ years of experience in customer-facing roles, such as Program Management, Account Management, or Customer Success, ideally in Professional Services or SaaS.
- Deep experience in eDiscovery, legal technology, or related domains.
- Proven ability to build trust and credibility with senior customer stakeholders.
- Strong business acumen with a strategic mindset and a bias for action.
- Exceptional cross-functional leadership and communication skills.
- Demonstrated ability to identify growth opportunities and drive execution in partnership with Sales.
- Comfortable operating in high-stakes, complex account environments.
- This role sits within the Private Cloud and Enterprise segment of Professional Services, with hybrid work flexibility and direct collaboration with delivery, product, and customer leadership teams.
- Occasional travel to customer sites may be required.
