Principal Program Manager, Customer Success Enablement

Remote – US based candidates only, no visa sponsorship available.

About the role

This role will drive complex programs from planning through execution with a focus on structure, accountability, and measurable delivery. You will work across business leaders, delivery teams, and strategic partners to align priorities, manage dependencies, and keep initiatives on track. The position offers the opportunity to bring clarity to complex work and deliver outcomes that matter across the organization within a technology-driven environment.

Responsibilities

• Partner with cross-functional teams to streamline workflows across the customer lifecycle
• Use data-led strategies to optimize operations for at-risk customers
• Lead business reviews that develop action plans for enhancing the customer experience
• Align strategies with executive initiatives tied to Customer Success goals
• Implement AI-powered solutions to enhance efficiency and resolution quality for Client Support
• Oversee project management for customer success initiatives from inception to execution
• Analyze performance data to identify improvement opportunities and demonstrate business impact

Qualifications

• Bachelor's degree in Business, Analytics, or a related field; PMP certification preferred
• 8-10 years of experience in Program/Project Management or Business Operations, particularly in Client Support or CX Operations
• Ability to navigate and thrive in a fast-paced, ambiguous environment with competing priorities
• Experience with AI tools and technology-enabled process improvements; familiarity with Claude or similar AI tools preferred
• Advanced proficiency in Microsoft Office Suite and Salesforce, including Service Cloud
• Strong analytical skills, especially in SQL and Excel; experience with BI tools like Databricks or Sigma advantageous
• Excellent communication and stakeholder management skills, capable of influencing without direct authority

Benefits

• Opportunity to lead transformative AI initiatives at an executive level
• Engagement in high-visibility projects influencing customer success
• Collaboration with senior leadership, including the Chief Customer Officer
• Exposure to complex problems requiring innovative and strategic solutions
• Development of skills in AI, automation, and process improvement within a supportive environment

Pay

$120,000 – $145,000 annually