Hybrid Customer Success Program Manager

at Cloudera

• Job title: Customer Success Program Manager
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Cork, Ireland

About the role

• Program Manager at Cloudera driving Customer Success initiatives and managing operational projects. Overseeing strategic implementations and maintaining stakeholder communications effectively.

Responsibilities

• Take complete ownership of high-priority CS initiatives (e.g., "Revamp the Onboarding Journey" or "Implement Digital-Touch Strategy") from ideation through to execution and measurement.
• Define the scope, success criteria, milestones, and risks for internal operational projects, ensuring they are delivered on time and within budget.
• Act as the bridge between the CS leadership team’s vision and the operational reality, translating strategy into tactical project plans.
• Oversee the "people side" of change. When a new process or tool is launched, you ensure the CS team actually adopts it through effective training, documentation, and internal marketing.
• Manage the "Operational Readiness" aspect of new product introductions—coordinating with Product and Marketing to ensure the CS team is trained, equipped with collateral, and ready to support customers before launch.
• Identify friction points in the customer lifecycle and proactively design process improvements to resolve them.
• Work horizontally across the business (Sales, Marketing, Product, Finance) to remove silos. You are the single point of contact ensuring that dependencies between CS and other departments are managed effectively.
• Maintain a "living" roadmap of CS priorities, keeping stakeholders informed of velocity, progress, and outcomes without micromanagement.

Requirements

• 8+ years of Project/Program Management experience , with a specific focus on Operations, Customer Success, or Professional Services (not just software engineering).
• The "Single Entity" Mindset: You are comfortable working autonomously. You don't need a team of junior PMs to get things done; you are willing to roll up your sleeves, create the Gantt chart, schedule the meetings, and do the heavy lifting yourself.
• Influence Without Authority: Exceptional ability to guide and motivate stakeholders across the company (including VP/C-Level) to meet deadlines and adhere to processes, even though they do not report to you.
• Agile for Business: Experience applying Agile principles (iterative value, standups, retrospectives) to business processes and operational rollouts rather than just code.
• CS Domain Expertise: You understand the mechanics of Customer Success (e.g., QBRs, Net Revenue Retention, Churn Analysis, Health Scoring) and can build projects around improving these metrics.
• Tech Stack Proficiency: Experience managing the implementation or optimization of CS tools (e.g., Gainsight, ChurnZero, Salesforce, Totango ) and Project Management tools (Asana, Jira, Monday.com).
• Process Architecture: The ability to map complex customer journeys (Visio/Lucidchart) and spot gaps where customers are falling through the cracks.
• Data Literacy: You can look at retention data or team capacity models and use that evidence to build a business case for your next project.
• Bachelor's degree in related field of study.

Benefits

• Generous PTO Policy
• Support work life balance with Unplugged Days
• Flexible WFH Policy
• Mental & Physical Wellness programs
• Phone and Internet Reimbursement program
• Access to Continued Career Development
• Comprehensive Benefits and Competitive Packages
• Paid Volunteer Time
• Employee Resource Groups