Staff Program Manager - Customer Success

Responsibilities

• Arcitect from the Ground Up: Design, structure, and launch multi-org programs from inception to execution, ensuring every piece of the work is owned, sequenced, and connected to our GBSG strategic objectives.
• Organize and Mobilize: Build the right team for the work, instill operational discipline, and establish clear roles, accountability, and workflows that keep everyone aligned and moving fast.
• Execute Flawlessly: Drive execution with precision, using metrics, principles, and risk mitigation strategies to ensure the work stays on track and delivers measurable business outcomes for our global customers.
• Strategic Storytelling and Influence: Tie GBSG business unit, portfolio, and program strategies together into a cohesive narrative. Use influence and data to drive alignment and buy-in at all levels.
• Partner with Senior Leadership: Engage regularly with executives to align on priorities, present progress and recommendations, and gain their trust and sponsorship quickly.
• Prioritize with Rigor: Identify the highest-impact initiatives, manage trade-offs, and escalate key decisions with clear recommendations and rationale.
• Communicate for Impact: Deliver crisp, relevant updates to diverse audiences: from front-line managers to senior executives, ensuring clarity on strategy, execution status, and next steps.
• Resolve and Adapt: Anticipate challenges, navigate competing interests, and adjust course quickly while keeping teams motivated and focused.

Qualifications

• 7+ years of experience leading complex, cross-functional SaaS programs with a proven ability to build and scale new initiatives from scratch.
• Track record of starting in ambiguity and creating clarity: designing programs, teams, and processes that deliver high-quality outcomes fast.
• Strong operational craft: expertise in program design, governance models, decision frameworks, and execution tracking.
• Skilled at using data to facilitate tough conversations, align leaders, and communicate risks, outcomes, and recommendations with confidence.
• Demonstrated ability to manage up and down effectively: build trust, secure buy-in, and present regularly to senior leadership with impact.
• Demonstrated ability to operate at both the strategic level: long-term goals and portfolio shaping, and the tactical level: quarterly performance and operational improvement.
• Highly effective communicator across multiple formats and audiences, capable of driving alignment and action through compelling narratives.
• Strong relationship-builder who can influence without authority, manage conflict gracefully, and keep momentum in complex environments.
• Passion for customer success and delivering measurable impact for global businesses and experts.
• Prior consulting experience is a bonus (especially in top tier management consulting firms).