Customer Programs Manager

About the Opportunity

The organization is the object storage leader, powering backup, media workflows, AI/ML pipelines, and application hosting for over 500,000 customers. It has scaled rapidly, going public and expanding through white-label partnerships, OEM integrations, and a strong customer base.

About the Role

This role is critical to architecting the programs that hold the post-sales organization together. It involves defining service standards, onboarding playbooks, and enabling customers to succeed faster. The individual will build the Voice of Customer engine, enablement programs, and partner/onboarding experiences.

What You'll Do

• Own the post-sales experience, setting service standards and onboarding playbooks for different customer segments and motions.
• Build the Voice of Customer engine by synthesizing customer feedback and translating it into actionable insights.
• Develop a scalable enablement program to reduce the load on Customer Success and Support.
• Coordinate partner and enterprise onboarding, ensuring smooth transitions and reducing complexity.
• Track program health using metrics like onboarding completion rates and churn signals, and adjust strategies accordingly.
• Integrate Support into the Sales-to-CS handoff and write playbooks for consistent delivery at scale.

Why This Role

• You build, own, and compound your impact from day one, setting the foundation for future hires and product lines.
• You see immediate results, influencing retention, NPS, and expansion revenue.
• You thrive in a culture that values learning, development, and growth, and supports a healthy work-life balance.

Pay and Benefits

The base pay range for this position is $125,000 – $145,000. The organization offers healthcare for family, competitive compensation, a 401K, RSU grants, ESPP, flexible vacation policy, maternity/paternity leave, a MacBook Pro, childcare bonus, fertility support, learning & development, and commuter benefits. It is an Equal Opportunity Employer committed to diversity, equity, and inclusion.