Arbetsbeskrivning

We are seeking a Senior Program Manager to lead revenue development and expansion initiatives across our customer lifecycle. This role sits at the intersection of sales operations, customer success, and revenue optimization, requiring a strategic leader who can drive cross-functional programs while managing complex technical integrations and process optimization.

The Senior Program Manager will work closely with the Vice President, Revenue Development & Expansion, to support the Sales Development, Customer Success, and Renewals teams. 

Key Responsibilities

Revenue Operations & Lead Management:

• Manage LeanData and routing systems for Sales Development Representatives (SDRs), troubleshooting routing issues and continuously optimizing for maximum efficiency and conversion rates. 

• Analyze conversion metrics across the sales pipeline and identify opportunities for further process improvements.

• Partner with Sales Development leadership to design and implement outreach strategies, such as new workflows based on potential customer personas.

Customer Success Operations & Platform Management:

• Act as primary administrator for ChurnZero, troubleshooting integration issues and serving as the product owner liaison with ChurnZero’s internal teams. 

• Serve as subject matter expert (SME) for ChurnZero and Salesforce, providing guidance and training to cross-functional teams. 

• Design and implement automated workflows and playbooks to scale customer success initiatives.

• Develop and maintain customer health scoring models and early warning systems for at-risk accounts. 

Process Development & Risk Management: 

• Develop comprehensive processes for customer success teams, with particular focus on risk tracking and management to improve renewal forecasting accuracy and reduce churn rates. 

• Establish standardized methodologies and success metrics for different customer segments and use cases. 

Customer Segmentation & Strategy: 

• Report on performance metrics for each customer segment and design differentiated processes tailored to varying customer needs and business models. 

• Develop segment-specific success criteria, engagement strategies, and expansion playbooks. 

• Conduct regular business reviews with key stakeholders to assess segment performance and strategic opportunities. 

• Create customer journey mapping and optimize touchpoints across the entire lifecycle. 

Cross-Functional Collaboration & Communication:

• Act as the primary bridge between Revenue Development & Expansion (RDX) and the broader operations organization, ensuring alignment with evolving systems and configurations.

• Coordinate with product, engineering, and data teams to ensure seamless integration of new tools and processes.

• Develop and maintain stakeholder reporting dashboards and executive briefings.

Team Development: 

• Plan and execute international team summits, managing logistics, agenda development, and cross-regional coordination.

• Foster a culture of continuous improvement and knowledge sharing across global teams.

Customer Engagement & Communication:

• Manage comprehensive client outreach programs for existing customers, including Net Promoter Score (NPS) surveys, Customer Success newsletters, and Customer Success Associate (CSA) office hour campaigns.

• Create feedback loops between customers and product teams to inform roadmap decisions.

• Design and execute customer retention and win-back campaigns.

Documentation & Knowledge Management: 

• Create and maintain comprehensive system documentation, process guides, and standard operating procedures.

• Establish documentation standards and governance. 

• Build knowledge management systems and training materials for new team member onboarding.

• Conduct regular audits of existing documentation to ensure accuracy and relevance.

Required Qualifications

• Bachelor's degree in Business, Operations, or related field.

• 3+ years of experience in program management, revenue operations, or customer success roles. 

• Proven expertise with Salesforce, ChurnZero, and data management tools. 

• Strong analytical skills with experience in data analysis, reporting, and process optimization. 

• Demonstrated success managing cross-functional programs and international teams.

• Excellent project management skills with ability to handle multiple complex initiatives simultaneously.

• Experience with SaaS business models and recurring revenue metrics.

Preferred Qualifications

• Keen understanding of graph database technology and how it fits within the enterprise technology landscape.

• Experience with international business operations and remote team management.

• Familiarity with modern data stack tools and customer data platforms.

• Experience with change management and organizational transformation initiatives.