Customer Success Program Manager

Job Title Customer Success Program Manager Job Description As the Customer Success Program Manager for the Global Centre of Excellence, you are pioneering a new way for our Customer Success teams around the world to interact with customers throughout their lifecycle. You will analyze then build and own the creation of key programs that will drive customer value, retention, and growth. You have prior experience working with customers and care deeply about unlocking their potential through the combination of data and human-centered strategies. Key Responsibilities

• Serve as a Management Consultant across all global Customer Success teams to understand the steady-state, diagnose the gaps that need to be addressed, and propose effective solutions
• Transform retention programs globally to align with Global Blueprint for Customer Success
• Engage directly with account managers and customers to surface anecdotes, data, and trends to drive a clearer understanding of opportunities to improve the customer lifecycle
• Drive cross-functional collaboration with Commercial and Product teams, ensuring that product advocacy efforts are aligned with improved customer outcomes
• Partner with Marketing to develop and deploy digital CS motion where applicable
• Measure success and failure of each strategy deployed, frequently communicating outcomes to all key stakeholders
• Develop assets for CS training and education in partnership with CS Ops, including : playbooks, templates, and checklists
• Use data and building analytics to identify and interpret trends, suggesting solutions or recommendation.

Qualifications

Plenty of perks :

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Li-SH1 Function Revenue Enablement & Success Country United States Office Location Atlanta Work Place type Hybrid Advert Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.

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