Customer Success Program Manager

Customer Success Program Manager

ESG provides Customer Success as a Service – We combine consultation, process development, people, and automation to increase the capabilities of our Clients’ Customer Success Organizations. We dig in to understand their customers, data, CS maturity, and success criteria. From there, we create plans and execute against those plans when companies do not have the internal resources and/or depth of CS knowledge to do it all themselves. We are true partners with our clients, building and improving critical areas of their business and achieving goals together.

Our Customer Success programs: We identify the core areas of organizational maturity, and both consult and deploy processes, technology, content, and ideas that will drive our clients forward to achieve the best outcomes for their customers and their business. These programs can be anywhere from 1 month to 3 years long, and this role may be dedicated to one client or many.

The Customer Success Program Manager is a critical role for our customers to achieve their organizational and programmatic goals, at the very center of our programs and customer relationships.

The CS Program Manager will focus on ensuring that our programs have the appropriate governance structure, that we fully understand and appreciate the needs of our clients, and that we execute on the deliverables and experience our customers deserve and expect.

What you will be doing:

• Understand and enable our clients’ vision, goals, culture, and requirements within the parameters of the defined program.
• Provide Customer Success consultative presence to our customers as we support their organizational maturation.
• Manage the project governance of large complex initiatives and our Customer Success Programs.
• Provide leadership to the overall program team.
• Work through and with the fluidity and ambiguity that comes with an iterative transformation process.
• Understand where/how to adjust timelines and expectations when needed.
• Responsible for maintaining agreement and alignment on the program vision, goals, and deliverables.
• Work with program/project stakeholders from a variety of businesses, organizations, and backgrounds.
• Self-motivated continual learning and awareness of Customer Success best practices, operations, trends, etc.
• Dedication to achieving the goals of the team and the client.
• Ability to communicate clearly and frequently the value ESG is driving for our clients.

What will make you successful:

• Experience working in a Customer Success organization, with a firm understanding of CS fundamentals.
• Strong understanding of Customer Success KPI’s and metrics.
• Experience deploying Gainsight as well as other CS initiatives.
• Knows how to manage complex initiatives and projects. (Scrum/Agile experience is a plus)
• Experience building effective CS Playbooks.
• Familiarity with customer data sources, structure, and health.
• Great communication skills – Relating to teams internally and externally.
• Ability to communicate with executive leadership.
• Comfortable with creating and augmenting content, processes, and plans.
• Comfortable moving quickly and iteratively in uncertain environments.
• Ability to create PowerPoint material needed for effective communication.
• Comfortable with excel.

Preferred Skills

• Familiarity with global organizations.
• Familiarity with partner channels.
• Technical and/or SaaS acumen.
• Scrum/Agile experience is a plus.
• Gainsight experience / Gainsight Certified Administrator (or equivalent experience is a plus)
• Comfortable moving quickly and iteratively in uncertain environments.
• Experience managing strategic customers.

ESG offers an exciting remote work environment that is continually evolving, with competitive salaries, and a comprehensive benefits package. ESG is an Equal Opportunity Employer. ESG’s employment decisions are made without regard with race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected status.