Customer Experience Program Manager

Key Responsibilities: Map and document the end-to-end customer journey, defining key milestones and engagement points across all customer segments Design, launch, and manage customer experience programs, overseeing scoping, timelines, and post-launch measurement Monitor key metrics to prioritize and build programs that drive Gross and Net Revenue Retention outcomesRequired Qualifications 3-5 years of experience in program or project management, customer experience, or customer success within SaaS or technology sectors Proven experience designing and documenting customer journeys across varied engagement models Strong data-driven mindset with the ability to define metrics and analyze program impact Hands-on proficiency with customer success and workflow platforms such as Salesforce or equivalent tools Experience driving transformation initiatives within complex, multi-product organizations