Customer Experience Program Manager

Position Overview: The 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.

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 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.