Senior Professional Services Program Manager

Who you are

• 7+ years of experience in customer-facing roles, such as Program Management, Account Management, or Customer Success, ideally in Professional Services or SaaS
• Deep experience in eDiscovery, legal technology, or related domains
• Proven ability to build trust and credibility with senior customer stakeholders
• Strong business acumen with a strategic mindset and a bias for action
• Exceptional cross-functional leadership and communication skills
• Demonstrated ability to identify growth opportunities and drive execution in partnership with Sales
• Comfortable operating in high-stakes, complex account environments
• This role sits within the Private Cloud and Enterprise segment of Professional Services, with hybrid work flexibility and direct collaboration with delivery, product, and customer leadership teams

What the job involves

• We are seeking a Senior Program Manager to join our Professional Services (PS) team, supporting the success and growth of our most strategic enterprise customers
• In this role, you will serve as a trusted advisor and primary point of contact for delivery execution, customer relationship management, and long-term account strategy
• While initially aligned to a key enterprise customer, this role is designed to model best-in-class engagement across all high-value enterprise accounts
• This is a high-impact, customer-facing role where strategic judgment, cross-functional leadership, and a deep understanding of services delivery and customer needs will directly influence retention, expansion, and satisfaction
• Customer Success Strategy & Execution:
• Own and advance the customer success strategy for the assigned account across all PS and product engagements
• Establish a clear, outcomes-oriented engagement plan aligned to the customer’s evolving business priorities
• Trusted Advisor & Relationship Management:
• Build and maintain strong relationships with key customer stakeholders
• Proactively surface emerging needs and deliver strategic guidance across eDiscovery and adjacent service areas
• Internal Advocacy & Delivery Alignment:
• Serve as the voice of the customer within internal teams to align on delivery priorities and resolve issues
• Lead internal coordination across PS, Product, Support, and Sales to ensure seamless service execution
• Program Delivery & Cross-Functional Leadership:
• Drive successful execution of services in alignment with contractual obligations and business outcomes
• Coordinate efforts across multiple service lines and internal teams to ensure delivery excellence
• Growth Enablement & Opportunity Identification:
• Identify and shape upsell opportunities in close partnership with Sales
• Develop and execute strategies that promote long-term value and account expansion
• Strategic Judgment & Prioritization:
• Exercise independent judgment in navigating competing demands within the account
• Balance short-term delivery with long-term customer health and growth
• Domain Expertise & Risk Mitigation:
• Leverage expert-level understanding of eDiscovery and enterprise customer operations to solve delivery challenges and mitigate risk
• Apply insights from the account to inform scalable approaches for similarly scaled enterprise customers