About the Role
Job Title: Program Manager, Global Customer Programs
Location: Headquarters United States
Job Description:
Department: Digital Customer Success and Strategy
Location: Remote
Position Overview:
We are looking for an energetic and forward-thinking Program Manager to join our Digital Customer Success and Strategy team at SailPoint. In this role, you will spearhead the creation of innovative, scalable programs that enhance customer engagement, accelerate product adoption, and drive customer success on a global scale. You will work closely with teams across Revenue Operations, Enablement, Customer Success, Product, Marketing, and more, leading strategic initiatives to deliver seamless and impactful customer engagement. Your work will play a pivotal role in maximizing customer value, improving retention, and nurturing strong customer advocacy.
Key Responsibilities:
- Lead Strategic Programs: Design, execute, and track the progress of critical strategic and operational programs that align with customer success goals.
- Develop and refine customer journey frameworks
- Implement lifecycle management processes and best-practice playbooks
- Build and curate digital journey assets, supported by data-driven insights
- Collaborate with cross-functional teams, including Marketing, Product, and Revenue Operations, to execute adoption and go-to-market campaigns
- Cross-functional Collaboration: Serve as a key representative of the Customer Success function, working alongside various teams to champion initiatives that improve the overall customer experience.
- GTM Strategy Execution: Ensure the effective roll-out of Global Customer Success go-to-market strategies, ensuring high engagement and measurable customer adoption.
- Build Stakeholder Relationships: Cultivate strong, collaborative partnerships with both internal and external stakeholders to drive alignment and achieve key program goals.
Qualifications:
- Experience: 5+ years of experience in program management, ideally within SaaS or software industries, with a successful history of driving customer engagement and product adoption initiatives.
- Strategic Vision: Strong strategic mindset with the ability to conceptualize, develop, and implement customer success programs.
- Data-Driven Decision-Making: Proficient in analyzing data and generating insights that inform program strategy and execution.
- Communication: Excellent communicator, with the ability to articulate ideas, influence stakeholders, and present at all levels of the organization.
- Project Management Expertise: Proven ability to manage multiple, cross-functional projects under tight deadlines, balancing competing priorities with ease.
- Customer-Centric Approach: Deep passion for understanding customer needs and delivering experiences that exceed expectations.