Program Manager – Client Services

Role Overview

• The Program Manager leads complex cross-functional programs in support of assigned Client Services teams, including Client Success, by translating business priorities into structured initiatives, scalable playbooks, governance mechanisms, communications, adoption activities, and measurable outcomes.
• This role partners with business leaders and cross-functional stakeholders across assigned teams to improve execution consistency, operational visibility, process quality, and adoption of operating practices across the Client Services organization.
• Lead complex workstreams from planning through execution, rollout, and measurement.
• Track status, risks, blockers, dependencies, and decision points across multiple stakeholders and initiatives.
• Prepare leadership updates, program summaries, and decision-support materials.
• Recommend process improvements to increase consistency, efficiency, and execution quality.
• Manage the intake, review, editing, quality assurance, versioning, and maintenance of playbooks, templates, and operating guidance.
• Ensure published materials remain current, accessible, and useful to the teams they support.
• Gather context, assess operational impact, and prepare recommendations for review and prioritization.
• Identify recurring themes, pain points, and opportunities to improve workflows, tools, and operating practices.
• Monitor adoption trends and recommend actions to improve consistency and business impact.
• Coordinate with partners across Sales, Product, Support, Revenue Operations, Enablement, Operations, and related functions as needed.
• Use data, feedback, and stakeholder input to evaluate the effectiveness of programs, playbooks, and operating practices.
• Recommend improvements that strengthen readiness, execution quality, and operational efficiency.

Requirements

• Bachelor’s degree in Business, Operations, Communications, Organizational Development, or a related field, or equivalent practical experience.
• 10+ years of progressive experience in program management, business operations, customer success operations, enablement operations, transformation, process improvement, or a related post-sales SaaS function.
• Experience leading complex cross-functional programs, operating model initiatives, or process improvement efforts.
• Experience translating business priorities into structured plans, governance mechanisms, communications, and measurable outcomes.
• Experience developing or managing playbooks, process documentation, operating guidance, or enablement materials.
• Experience influencing stakeholders and driving alignment across multiple functions, priorities, timelines, and dependencies.
• Experience using data, feedback, and operational insights to support recommendations, prioritization, adoption, and continuous improvement.
• Experience working in or supporting Customer Success, Customer Operations, Professional Services, Support, Revenue Operations, Enablement, or related client-facing operational environments.

Benefits

• Professional development
• Flexible work arrangements