Business & Program Management Leader at Roche, partnering to drive vision and strategy across development initiatives. Responsible for optimizing team performance and ensuring project outcomes.
About the role
- Customer Experience Program Manager at Siteimprove driving clarity across customer-facing initiatives. Collaborating with diverse teams to enhance customer outcomes and long-term value from the SaaS platform.
Responsibilities
- Translate customer experience strategy into clearly defined, executable programs that support adoption, retention, and long-term customer success
- Establish program charters with clear goals, scope, milestones, ownership, success metrics, and dependencies
- Lead end to end execution of cross-functional CX programs, serving as the primary point of accountability for planning, vendor selection, coordination, decision-making, and communication across Customer Success, Product, Marketing, Sales, and Operations
- Identify risks, dependencies, and gaps early; proactively surface trade-offs and recommend solutions to keep programs on track
- Partner with Customer Success Operations, RevOps, and Analytics to define and track KPIs tied to adoption, retention, expansion, and customer health, ensuring data quality, consistency, and executive trust in reporting, including improving data hygiene and workflows
- Own the operational execution of CX programs within core systems (Salesforce, CX platforms), partnering with RevOps to ensure accurate tracking, campaign execution, and stakeholder communication
- Continuously improve CX program frameworks, processes, and operating cadence to increase efficiency, accountability, and impact
- Own and manage Customer Success-led pipeline and expansion programs, including scalable plays and enablement assets that enable Customer Success Managers to consistently identify opportunities
- Performs other related duties as assigned.
Requirements
- 5+ years of experience in Customer Experience, Customer Success, Program Management, or a related role within a SaaS or technology company
- Experience supporting Customer Success lifecycle programs related to expansion, churn reduction, or customer health
- Proven experience leading complex, cross-functional initiatives with multiple stakeholders and competing priorities
- Strong ability to turn ambiguous or evolving goals into structured, actionable plans
- Experience communicating program status, insights, and recommendations to senior leaders
- Excellent facilitation, organization, and communication skills
- Analytical mindset with experience using data to measure success and inform decisions
- Comfort operating in a fast-paced, changing environment and managing multiple initiatives at once
- Travel as needed.
Benefits
- Open Paid Time Off (OPTO) program for vacation, personal illness, mental health, or to care for a family member, 11 paid holidays, and volunteer leave.
- National medical plan, dental, vision, paid maternity leave, paid paternity leave, HSA, Flex, employer-sponsored short-term, long-term disability, discounts to volunteer plans to meet your family needs, and more!
- 401(k) with a company match to provide a better future in your retirement years.
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