Lead - Program Management

Company Description

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Job Description

Stationed within the AMER Customer Success organization, this role is responsible for driving operational excellence and executing key Customer Success programs and initiatives across the region. The Program Manager partners closely with AMER Customer Success leadership, the Customer Success Center of Excellence (CoE), and cross-functional teams to coordinate regional programs, streamline operations, improve data quality, and enable consistent execution across the business.

Core Focus Areas

• Reporting to the Senior Director - Customer Success to partner closely with AMER’s leadership team and the Customer Success Center of Excellence (CoE) to execute regional Customer Success priorities and programs.
• Drive operational consistency across the AMER Customer Success organization.
• Coordinate cross-functional initiatives and ensure timely execution.
• Manage internal communications and lead regional operational cadences
• Support forecasting processes, risk reviews, and operational reporting.
• Continuously identify opportunities to improve team efficiency.

Essential Duties & Responsibilities

• Partner with the Customer Success Center of Excellence (CoE) to execute Customer Success initiatives and programs across the AMER region.
• Lead biweekly regional customer risk review meetings, ensuring risks are tracked, actioned, and communicated to leadership.
• Manage and distribute the weekly Customer Success newsletter to keep the organization informed on key updates, initiatives, and announcements.
• Create and maintain the monthly Customer Success All Hands presentation deck, partnering with leaders to collect updates and prepare meeting content.
• Coordinate and administer the CSM Awards program, including nominations, communications, and recognition.
• Support the quarterly forecasting process by validating churn data, identifying discrepancies, and improving data hygiene to help ensure the organization remains on track to achieve retention targets.
• Manage Customer Success communications, documentation, and knowledge resources.
• Collaborate with cross-functional teams to improve operational processes and execution.
• Take ownership of additional operational projects and cross-functional initiatives based on evolving business priorities.