Senior Program Manager

Summary

Join Axonius as a Senior Customer Success Program Manager and lead the development of post-sales customer programs that drive adoption and retention. Partner with the VP of Customer Success and other cross-functional teams to create and improve customer success programs. Develop short and long-term strategies, project plans, and release cycles for program enhancements. Integrate customer programs into various systems and tools, gather feedback, and report metrics to senior leadership. Collaborate on customer journey playbooks, training materials, and risk mitigation strategies. This role requires a strong understanding of project management, data formats, software development, and excellent communication skills.

Requirements

• At least 10 years industry experience in GTM operations, customer success, program management role within software and/or technology industry
• Strong understanding of how to use project management tools and processes
• Basic understanding of data formats and structures (JSON, CSV, SQL/NoSQL, etc.)
• Knowledge of software development and backend product metrics
• Strong verbal and written communication skills
• Capable of presenting technical information to technical and non-technical audiences
• Self driven problem solver who thrives in a fast paced environment
• Provide a customer focused approach and a strong sense of ownership over customer results
• Understanding of how to use data sets and data strategy to effectively extract useful information
• Demonstrate critical thinking skills and systems/process design

Responsibilities

• Development and continuous improvement of Customer Success programs
• Creation of short and long term strategy for customer success programs including development of detailed project plans and release cycles for enhancements
• Partner with customer success leaders, product managers, support and other cross-functional teams to provide enhancements to both proactive and reactive customer programs
• Lead the integration effort for customer programs into systems and tools used by customer success and cross-functional teams
• Gather feedback on efficacy of the programs along with reporting metrics to senior leadership
• Partner with customer success personnel to develop customer journey playbooks
• Develop new processes and collaborate with Enablement organization to create training materials for customer success and cross-functional teams
• Lead the continuous improvement of the customer account risk program including developing standardized risk mitigation playbooks

Preferred Qualifications

• Experience building and delivering a technical partner enablement program
• Project Management Professional (PMP)
• Experience with Customer Engagement Platforms (Gainsight, Planhat, ChurnZero, etc)

Benefits

• In addition to the salary range listed below, this position offers an annual bonus and stock options
• In addition to a competitive salary, our packages include stock options, attractive benefits, and an annual bonus