Customer Success and Retention Program Manager
Skills
- Program design and scaling for customer journeys
- CRM & CS platforms (Salesforce or similar)
- Analytical and data-driven decision making
- Strong project and stakeholder management
- Excellent written and verbal communication
- Cross-functional collaboration and influence
- Experience with onboarding, retention, and churn reduction tactics
- Familiarity with Zendesk, Airtable, or similar tools
Responsibilities
- Own and scale end-to-end customer journey programs spanning onboarding, success, and retention to drive adoption, satisfaction, and expansion
- Design and operationalize standardized workflows and playbooks across teams and customer segments
- Analyze customer data and surface trends to translate insights into program improvements
- Build toolkits, playbooks, and campaigns to empower CSMs, Specialists, and Support
- Lead retention initiatives including first-year engagement, business reviews, feature adoption campaigns, NPS, churn analysis, and renewal playbooks
- Collaborate cross-functionally to close experience and product gaps
- Define and communicate program vision, KPIs, and progress to leadership and stakeholders
- Track program impact using KPIs like logo retention, NRR/GRR, adoption rates, and NPS
Education
- Bachelor's degree or equivalent professional experience preferred
- No strict degree requirement — relevant SaaS/program management experience valued
Benefits
- Comprehensive benefits and wellness program offerings
- Company retreats and team events
- Supportive, entrepreneurial culture with learning opportunities
- Total Rewards philosophy with market-competitive compensation and perks
- Inclusive workplace with accommodations for candidates and employees
Average salary estimate
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