Staff Program Manager

Who you are

• Experience leading complex, cross-functional strategic programs at the executive level and turning ambiguous direction into delivered outcomes without a fully scoped brief
• Experience in Customer Experience, go-to-market, or revenue-facing functions such as Customer Success, Renewals, Sales, or Revenue Operations, with fluency in retention, expansion, and adoption motions and how they contribute to ARR
• The ability to influence senior stakeholders, including executives, and hold them accountable to commitments without formal authority
• Judgment to make high-stakes tactical recommendations under ambiguity, including when data supports changing direction or ending a program
• Data fluency to assess program health, diagnose where work is breaking down, and recommend a data-informed next step
• Strong written and verbal communication, with the ability to move between an executive-ready narrative and execution-level detail
• Comfort operating without established infrastructure and helping build the function's operating model
• Reliable follow-through and the ability to navigate conflict and competing priorities across a broad stakeholder group

What the job involves

• You'll be the Staff Program Manager, CCO Programs, running the cross-functional initiatives on the Chief Customer Officer's (CCO) priority list
• These programs include go-to-market transformation, retention and renewal motions tied to major annual recurring revenue (ARR) goals, the field-to-product feedback loop, and executive engagement with our highest-value accounts
• You'll turn executive intent into workstreams, coordinate senior stakeholders across Sales, Customer Experience, Product, Marketing, Renewals, Professional Services, Data, and Enablement, and make the tactical calls that keep the portfolio honest
• This is a founding seat reporting to the CCO while the broader Programs function is built, and the reporting line may evolve as the team scales
• In your first year, every CCO-level program will have a clear owner other than the CCO, leadership will trust your data-grounded view of program health, and the portfolio will deliver measurable business outcomes
• Own execution and business outcomes across CCO-level programs, including go-to-market transformation, renewal and retention motions, product feedback loops, and executive sponsorship for top accounts
• Turn CCO direction into workstreams with clear owners, dependencies, and timelines
• Coordinate senior stakeholders across Sales, Customer Experience, Product, Marketing, Renewals, Professional Services, Data, and Enablement, holding them accountable without direct authority
• Surface stalled work, unowned risks, and slipping timelines so the CCO has a reliable, real-time view of the portfolio
• Recommend scope changes, re-sequencing, or ending a program when it is not delivering value
• Drive follow-through from executive meetings by tracking decisions and action items to completion
• Track program health using data, connect execution to retention, expansion, adoption, and ARR outcomes, and communicate executive-ready narratives
• Build shared standards for tracking, reporting, and handoffs, and iterate plans with functional leaders based on field feedback
• You'll be the first Program Manager supporting CX Executive initiatives and the founding hire in a Programs function that will grow as the CCO's highest-priority cross-functional initiatives outgrow ad hoc ownership
• The team works across the customer lifecycle, from go-to-market strategy and product feedback through renewal, expansion, and executive relationships with large accounts
• We partner with Sales, Customer Experience, Product, Marketing, Data, and Enablement leaders in a globally distributed, largely asynchronous environment to turn CCO commitments into shipped outcomes

Benefits

• We offer benefits to manage your health, wealth, and well-being regardless of location
• Flexibility in schedule to be there for life’s important moments
• Equity compensation & Employee Stock Purchase Plan offered
• Generous Paid Time Off