CSM Strategist & Program Manager (Remote)

Responsibilities

• Own and drive the CSM annual and quarterly planning process, including OKR development, roadmap prioritization, and executive alignment.
• Serve as a strategic partner to CSM leadership, preparing briefings, decision memos, and exec-ready presentations for leadership reviews, QBRs, and board materials.
• Identify strategic gaps, risks, and opportunities across the CSM organization and develop recommendations for leadership action.
• Manage the CSM leadership operating cadence — agendas, follow-ups, decision logs, and cross-functional coordination.
• Act as a trusted proxy for CSM leadership in cross-functional forums, representing CSM priorities and driving alignment with Product, Sales, Marketing, and Finance.
• Own end-to-end program management for strategic CSM initiatives — scoping, planning, resourcing, risk tracking, and delivery.
• Develop and maintain program charters, project plans, RAID logs, and stakeholder communication plans.
• Drive clarity and accountability across workstreams, ensuring cross-functional owners are aligned and on-track.
• Proactively surface blockers and risks to leadership with recommendations for resolution.
• Build scalable playbooks and frameworks that operationalize strategic priorities across the CSM organization.
• Partner with CSM Analytics and Finance to synthesize data into strategic insights that inform CSM strategy — retention trends, expansion opportunities, health metrics, and customer segment performance.
• Develop business cases and ROI frameworks for new CSM investments and motions.
• Lead strategic research and benchmarking to inform CSM best practices and competitive differentiation.
• Support the development and iteration of the CSM model, including coverage models, segmentation strategy, and engagement frameworks.

Requirements

• 5+ years of experience in Customer Success, strategy, consulting, chief of staff, or a related field within a B2B SaaS environment.
• Prior experience in a Chief of Staff, Strategy & Operations, or CSM Strategy role at a high-growth SaaS company preferred.
• Prior experience supporting VP or C-suite executives in a fast-paced environment preferred.
• Background in cybersecurity, security awareness, or adjacent technology markets preferred.
• MBA or equivalent advanced degree preferred.
• Proven ability to manage complex, cross-functional programs from inception to delivery with multiple stakeholders.
• Strong strategic thinking skills — comfortable working with ambiguous problems and translating them into clear frameworks, recommendations, and execution plans.
• Exceptional written and verbal communication skills, including the ability to craft exec-ready narratives and presentations.
• High degree of ownership and bias to action; ability to drive projects forward autonomously.
• Proficiency with program management tools (e.g., Asana, Jira, Monday.com) and presentation tools (PowerPoint, Google Slides).
• Ability to synthesize quantitative and qualitative data into actionable insights.

Skills

• Familiarity with CSM platforms (e.g., Gainsight, Salesforce) and CS metrics (NRR, GRR, NPS, CSAT, time-to-value) preferred.

Pay

The salary for this position ranges from $120,000-$160,000, which will vary depending on how well an applicant's skills and experience align with the job description listed above.

Schedule

Remote positions open to the US only.