Strategic Customer Experience & Success Programs Manager

About This Opportunity

Our talent team is representing a confidential workflow automation company in a strategic Customer Success Programs role based in Germany. This is a unique opportunity to design and scale the programs, systems, and playbooks that help retain, grow, and delight enterprise customers while working with a scaled Customer Success team to ensure a cohesive customer journey across segments.

As Strategic Customer Experience & Success Programs Manager, you'll turn customer insights and company goals into repeatable programs that enable the Customer Success team to operate effectively at scale.

Responsibilities

• Build and scale Customer Success programs: Design and continuously improve strategic programs across onboarding, adoption, quarterly business reviews, renewals, executive escalations, and other critical moments in the customer journey
• Develop customer segmentation strategies: Codify the engagement models and playbooks CSMs should use across different customer tiers
• Create scalable enablement materials: Develop playbooks, templates, battlecards, and training so programs are executed consistently across the team
• Build and maintain customer health scoring models: Partner with Revenue Operations and Data teams, using meaningful signals of customer risk, adoption, and expansion opportunity
• Translate retention and expansion goals: Work with Customer Success leadership and operations to define clear initiatives, timelines, metrics, and operating rhythms
• Track program performance: Monitor metrics such as adoption, net revenue retention, churn, customer satisfaction, and NPS, identifying what is working and where to iterate
• Lead cross-functional initiatives: Manage voice-of-customer programs, customer advisory boards, and product feedback loops
• Partner across teams: Collaborate closely with Sales, Product, Marketing, Revenue Operations, and Engineering to ensure customer insights inform decisions across the business
• Drive adoption and change management: Lead implementation of new Customer Success tools, programs, and processes, including communication, training, rollout, and adoption
• Gather feedback and iterate: Collect input from CSMs and stakeholders to continuously improve programs and remove friction from how the team operates

What We're Looking For

Must-Have Requirements:

• 5+ years of experience in Customer Success, Revenue Operations, Strategy & Operations, or a related function
• At least 2 years focused on building programs or processes rather than directly managing accounts
• Analytical mindset with comfort using customer and revenue data to define metrics, identify patterns, and measure program impact
• Strong project management skills and experience leading initiatives involving stakeholders across teams such as Sales, Product, Marketing, and Revenue Operations
• Clear communication skills in writing and verbally, comfortable presenting recommendations and results to senior leadership
• Bias toward action, comfortable operating with ambiguity, launching a strong first version, gathering feedback, and iterating quickly

Nice-to-Have Qualifications:

• Experience in a fast-growing, product-led SaaS environment where processes and programs needed to evolve quickly
• Hands-on experience with Customer Success platforms such as Gainsight, Catalyst, or Vitally and CRM systems such as Salesforce or HubSpot
• Experience working with workflow automation, developer tools, or another technical product used by technical teams
• Experience building or scaling a customer advisory board, voice-of-customer program, or another structured customer feedback initiative

How We Work With You

Get A Job.ai represents this confidential client in the recruitment process. When you apply through our platform at getajob.ai, one of our recruiters will screen your application and qualifications. If there's a strong match, we'll submit your profile to our client for consideration. Please do not attempt to contact the client directly, as all communication should flow through our recruiting team to ensure a smooth process for everyone involved.

Pay

Compensation details will be discussed during the screening process and are competitive for the German market in this function and seniority level.

Equal Opportunity: Get A Job.ai is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.