Customer Success Program Manager

About the role

This is an existing vacancy.

As the primary client contact, you play a key role in ensuring program success and high client satisfaction. This role partners closely with clients and internal teams to manage operations, proactively meet SLAs, and deliver exceptional support. Through strong relationship building, clear communication, and the use of data and industry insights, you will help clients achieve high‑performing programs. This role is well suited to someone with experience in Customer Success, Client Services, or Program Management who enjoys balancing strategy with execution.

What you'll do

Operational Management: 

• Create and track operational client requests through to resolution 

• technology requests with technical services/application support teams

• client support requests with VIP / client support teams. 

• Include training and follow up on requests as needed 

• Oversee program intake processes for new and existing clients. 

• Deliver regular operational reporting (ad-hoc, automated, and dashboarding). 

• Monitor program metrics and performance with analysis 

• Handle marketing requests and provide VIP/client support. 

• Support implementations, including training and follow-up. 

• Manage risk and compliance tasks, ensuring all processes are followed. 

Client Engagement: 

• Lead client meetings - regular client meetings and EBRs quarterly or semi-annually as per client requirements. 
• Develop and maintain regular touchpoints with clients to deliver key performance metrics and operational updates.
• Maintain knowledge of current industry trends by collaborating with other internal teams and provide clients with industry best practices. 

• Advise clients on how to best leverage the 360 technology. 

Collaboration: 

• Participate in discussions regarding integrations, data feeds, APIs, and SFTP sites. 

• Collaborate with internal teams to champion client programs and advocate for client enhancement requests. 

• Facilitate regular meetings with internal teams and monthly meetings with Account Managers on potential growth opportunities. 

• Support the Customer Care team with training and collaboration, maintaining a regular training cadence. 

• Collaborate with sales for support and reporting on client needs. 

Training and Documentation: 

• Develop, implement, and maintain internal and external training materials and user guides. 

• Manage handoff documentation and maintain business requirement documentation and SOWs. 

• Maintain internal client SharePoint folders and internal Confluence pages. 

Data Analysis and Reporting: 

• Track lessons learned throughout programs and provide relevant reporting to stakeholders, including providing supporting data analysis for Executive Business Reviews 

• Analyze and recommend changes based on lessons learned. 

• Maintain weekly operational reporting dashboards focused on key health metrics. 

• Monitor SLAs and review operational reports to proactively address client issues. 

• Highlight program trends and areas for improvement, presenting findings to client stakeholders throughout the life of the program. 

Escalation Management: 

• Provide operational oversight for client escalations and necessary data. 

• Collaborate with internal teams on operational data for escalations. 

• Implement root cause analyses for major escalations, leading resolutions and communicating with stakeholders regularly. 

What you'll bring

• 3–5 years’ experience in Client Program Management, Customer Success, or Client Operations
• Experience facilitating client meetings
• Strong client service skills and a professional, calm approach
• Confidence working with data, dashboards, and operational reporting
• Proven ability to manage multiple workstreams and competing priorities
• Experience coordinating across teams without formal authority
• Strong written and verbal communication skills
• Comfortable handling conflict and escalations constructively
• Familiarity with ticket or case‑management systems
• Ability to work independently in a fast‑paced environment

All our job postings provide starting pay bands for transparency. In addition to base salary we offer bonus, stock options plus a wide range of benefits.