Customer Solutions Program Manager

Customer Solutions Program Manager

Requirements

• 5+ years of experience in customer success, program management, or digital customer engagement within a SaaS or developer-centric company.
• Proven track record in driving structured adoption programs, particularly for mid-market or downmarket customer segments.
• Strong process management and data-driven decision-making skills, with experience in customer health monitoring and retention strategies.
• Experience collaborating with sales teams to support renewals and account expansion.
• Experience collaborating with marketing teams to develop customer advocacy content (e.g., case studies, testimonials, and speaking opportunities).
• Passion for leveraging AI and automation to streamline workflows, but with a pragmatic approach to implementation.
• Exceptional communication and leadership skills, with the ability to work cross-functionally and drive customer engagement.

Responsibilities

• Build and manage a structured adoption program, ensuring downmarket customers stay engaged and see value over time.
• Develop repeatable, scalable check-in cadences, ensuring customers don’t go dark after onboarding.
• Monitor customer health signals and proactively intervene when adoption risks arise.
• Partner with product and support to streamline common adoption challenges, reducing friction for customers.
• Work closely with sales teams to provide insights on customer adoption and proactively support renewals and upsell opportunities.
• Lead our Customer Advocacy Program, working with marketing to develop case studies, testimonials, and referenceable customers.
• Identify and engage potential customer champions to participate in webinars, speaking opportunities, and public endorsements.
• Collaborate with marketing teams to create compelling customer content, including blogs, success stories, and promotional material.
• Drive our Customer Advisory Board (CAB) efforts, ensuring structured forums for customer feedback, with marketing alignment on messaging and outreach.
• Develop the foundation of a customer community, enabling knowledge-sharing and peer support.
• Establish repeatable operational processes for tracking adoption, gathering insights, and improving retention.
• Work cross-functionally with sales, product, and support to ensure customer feedback informs business decisions.
• Identify opportunities for AI and automation to improve efficiency and scale engagement—without overcomplicating processes.

Preferred Qualifications

No preferred qualifications provided.