Job Description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Program Manager, Customer Experience in India.

This role sits at the core of shaping and scaling the end-to-end customer journey within a fast-growing SaaS environment. You will be responsible for identifying friction points across onboarding, implementation, adoption, support, renewal, and expansion, and translating them into structured, scalable programs that improve customer outcomes. The role blends strategic program design with hands-on execution, including direct ownership of enterprise customer deployments to accelerate time-to-value. You will work closely with cross-functional teams such as Sales, Customer Success, Product, Engineering, and Support to align priorities and drive operational excellence. Acting as both a program leader and customer-facing operator, you will bring structure to complex workflows while improving overall customer experience at scale. This is a high-impact role for someone who thrives in ambiguity, enjoys solving systemic problems, and is motivated by measurable business outcomes.

Accountabilities:

• Identify friction across the customer lifecycle using data insights and hands-on enterprise deployment experience, and convert these into structured, scalable Customer Experience programs.
• Own end-to-end delivery of enterprise customer implementations, ensuring smooth onboarding, strong adoption, and accelerated time-to-value.
• Lead cross-functional CX initiatives such as onboarding redesign, health scoring, SLAs, support routing, QBR frameworks, and AI-driven workflow improvements.
• Define program governance, operating cadences, success metrics, and dashboards to ensure visibility and measurable impact.
• Align stakeholders across Sales, Customer Success, Support, Product, Engineering, and Operations to drive accountability and execution.
• Develop playbooks, documentation, and enablement materials to standardize repeatable customer success motions.
• Track program performance, manage risks, and provide leadership with clear reporting on progress, dependencies, and outcomes.

Requirements:

• 2–5 years of experience in Program Management, Customer Success Operations, Implementation, Service Delivery, RevOps, or related SaaS post-sales roles.
• Proven ability to manage complex, cross-functional initiatives with measurable business impact.
• Strong structured thinking with the ability to turn ambiguous problems into actionable programs with clear milestones and KPIs.
• Excellent communication skills, with confidence engaging both senior stakeholders and cross-functional teams.
• Strong analytical skills with proficiency in Excel/Google Sheets; familiarity with dashboards, BI tools, or SQL is a plus.
• Experience working across customer lifecycle areas such as onboarding, adoption, renewals, or support optimization.
• Strong ownership mindset with the ability to influence without authority and drive organizational alignment.
• Exposure to SaaS tools such as Salesforce, HubSpot, Gainsight, Jira, or Zendesk is an advantage.

Benefits:

• Fully remote work model offering flexibility and autonomy in how and where you work.
• Generous learning and development budget to support continuous professional growth.
• Unlimited leave policy to support work-life balance and personal well-being.
• Comprehensive health, accident, and life insurance coverage for employees and their families.
• Home office setup allowance to help you build a comfortable remote workspace.
• Co-working space reimbursement for those who prefer collaborative environments.
• Inclusive, diverse, and collaborative culture focused on innovation and impact.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best! Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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