Customer Programs Manager
About the Opportunity
The organization is the object storage leader — the low-cost, high-performance alternative to AWS S3, GCS, and Azure Blob. It powers backup, media workflows, AI/ML pipelines, and application hosting for more than 500,000 customers, from solo developers to Fortune 500 enterprises. Having crossed $100M in ARR and gone public, the organization is now scaling fast with an enterprise motion, white-label partnerships, OEM integrations, and a customer base that demands more.
About the Role
The organization is building a post-sales organization that scales effectively. As Sr. Customer Programs Manager, this role sits at the intersection of Customer Success, Support, Product, and Sales, owning the programs that define how customers experience the organization after they sign. This includes Voice of Customer, Onboarding, Enablement, Partner readiness, and Service standards across every motion — direct, white-label, OEM, and self-serve.
What You'll Do
Own the post-sales experience. Define the service standards, escalation protocols, and onboarding playbooks that govern how the organization shows up after the sale across every segment and motion. From the self-serve developer to the Fortune 500 AI/ML deployment, the experience should be consistent and intentional.
Build the Voice of Customer engine. Synthesize CSAT, NPS, churn signals, support trends, and qualitative feedback into clear insights that influence Product, Support, and Customer Success. The goal is to build an early warning system for the rest of the company that earns a seat in the roadmap conversation.
Make customers successful faster. Build a scalable enablement program, including content, certification paths, and self-service resources, to cut time-to-value for new customers and reduce load on Customer Success and Support.
Cook the partner and enterprise onboarding machine. Define the end-to-end experience for white-label partners, OEM integrations, and enterprise accounts, including readiness checklists, go-live criteria, escalation paths, and the handoff from Sales to post-sales delivery. These programs will absorb complexity so teams do not have to.
Turn data into programs, and programs into results. Track program health using leading indicators (onboarding completion, time-to-value, ticket trends) and lagging indicators (NRR, CSAT, retention). Change what isn't working and scale what is. The goal is a post-sales operation that improves on its own signal.
Be the connective tissue. Flag feature gaps and service readiness risks to Product before major releases. Integrate Support into the Sales-to-CS handoff. Write the playbooks and runbooks that enable teams to deliver consistently at scale. The post-sales organization runs on the infrastructure built by this role.
Who You Are
You have 5+ years in Customer Success, Customer Experience, or Program Management, ideally in B2B SaaS or cloud infrastructure, and have owned programs end-to-end.
You have built something from scratch before and can articulate what was launched, how it was measured, and what would be done differently.
You are comfortable moving between technical and non-technical stakeholders, able to engage effectively with solutions engineers and CMOs.
You have experience with VOC programs, NPS/CSAT frameworks, or customer feedback systems and know how to translate data into actionable decisions.
You write clearly and precisely, capable of producing both executive summaries and detailed process documentation.
You have a bias toward action and a low tolerance for documentation that does not translate into implemented programs.
Bonus Points For
Experience with white-label, OEM, or channel partner models, understanding the nuances of managing a partner who manages the end customer.
Background in cloud storage, infrastructure, or developer tooling.
Familiarity with modern CS platforms (Gainsight, Totango, ChurnZero) or support tooling.
Experience with data and reporting infrastructure that supports program measurement.
Why This Role
You build, you own it. Every program launched becomes permanent infrastructure that subsequent hires, segments, and product lines will inherit. The outcome is owned.
You're senior from day one. This is a founding role in a deliberately built post-sales organization. You will set the patterns, playbooks, and the bar.
Compounding. Faster onboarding, smoother partner go-lives, and early churn signal detection are results of built infrastructure, leading to accumulating leverage.
You see the impact. Work directly influences retention numbers, NPS scores, and expansion revenue, contributing to the business's performance.
Perks
Healthcare for family, including dental and vision
Competitive compensation and 401K
SU grants for full-time employees
ESPP program
Flexible vacation policy
Maternity & paternity leave
MacBook Pro for work, plus a generous stipend to personalize your workstation
Childcare bonus
Fertility treatment and support
Learning & development program
Commuter benefits
Culture that supports a healthy work-life balance
Pay Range
The base pay range for this position is $125,000 – $145,000.
Equal Opportunity Employer
The organization values fairness and goodness towards its customers, partners, and employees. Diversity, equity, and inclusion are at the core of its values, fostering a workforce where all employees feel a sense of belonging. This commitment to a diverse workspace allows the organization to better serve its customers globally and reinforces its commitment to doing the right thing. It is an Equal Opportunity Employer.