Senior Strategic Program Manager

Summary

Join Acquia as a Strategic Program Manager and play a critical role in driving cross-functional initiatives aligned with strategic objectives, focusing on enhancing customer success. Collaborate with leadership, product teams, customer success, sales, and operations to execute strategic programs improving customer retention and driving adoption. This role may involve integrating acquired people, products, and processes. Success requires strong program management, stakeholder collaboration, and problem-solving skills in a fast-paced SaaS environment. You will lead high-impact initiatives, manage post-merger integration activities, and serve as a bridge between leadership and execution teams. The ideal candidate possesses a strong mix of program management, stakeholder collaboration, and problem-solving skills.

Requirements

• 5-10 years of experience in program management, customer success, or business operations within a SaaS company
• Proven track record of leading cross-functional programs and driving measurable impact
• Experience with mergers & acquisitions (M&A) integration, particularly customer-facing aspects
• Strong analytical and problem-solving skills with a data-driven mindset
• Excellent communication and stakeholder management skills, with the ability to influence and align teams
• Familiarity with Customer Success platforms (e.g., Gainsight) and CRM systems (e.g., Salesforce)
• Ability to thrive in a fast-paced, high-growth environment and manage multiple priorities effectively

Responsibilities

• Drive strategic initiatives that enhance customer experience, retention, and expansion
• Work with Customer Success, Product, and Sales teams to develop and implement scalable programs that improve onboarding, adoption, and customer outcomes
• Establish and track KPIs to measure program effectiveness, ensuring alignment with business objectives
• Identify and implement process improvements to enhance efficiency and customer satisfaction
• Lead high-impact, cross-functional initiatives from planning through execution, ensuring alignment across teams
• Collaborate with R&D, Customer Success, and Go to Market teams to deliver innovation, simplify the customer experience, increase customer value, and drive operational excellence
• Partner with Customer Delivery Operations team members to improve reporting, insights, and operational efficiency within Customer Success
• Manage and coordinate post-merger integration activities for acquired companies, ensuring seamless transitions for customers and internal teams
• Develop and execute integration plans, including customer communication, process alignment, and system consolidation
• Act as a key liaison between acquired company teams and internal stakeholders, driving alignment and execution
• Identify risks and proactively address challenges to ensure smooth integration
• Serve as a bridge between leadership and execution teams, ensuring alignment on strategic priorities
• Communicate program updates, risks, and successes to executive stakeholders
• Develop and maintain documentation, playbooks, and best practices to support ongoing strategic initiatives

Preferred Qualifications

PMP, Lean Six Sigma, or similar certifications are a plus