Senior Manager, Customer Success Programs & Operations
Location: SYR or Remote northeast
Department: Customer Success, Financial Institutions
Reports To: Director, Customer Success
About the Role:
We are seeking a Senior Manager, Customer Success Programs & Operations to help scale andoperationalize customer experience initiatives across the organization. This role serves as a strategic partner responsible for leading cross-functional programs, building alignment among stakeholders, establishing repeatable processes, and ensuring initiatives successfully move from concept to adoption. The ideal candidate is a systems-thinker and strong relationship builder who can navigate ambiguity, influence without authority, create organizational buy-in, and drive initiatives through execution and long-term sustainment.
Key Responsibilities:- Lead cross-functional programs from planning through implementation and adoption· Build stakeholder alignment across departments and leadership levels· Drive accountability, follow-up, and execution across multiple initiatives simultaneously· Develop governance structures, workflows, SOPs, and operating procedures· Create communication, training, and adoption plans for new initiatives· Identify risks, dependencies, and implementation challenges before they impact progress· Partner with business leaders to translate customer insights into operational improvements· Support reporting, measurement, and continuous improvement efforts· Recommend and implement process improvements that improve the customer experience What Will Make Someone Successful· Exceptional relationship-building and communication skills· Ability to influence stakeholders without direct authority· Strong business judgment and problem-solving skills· Comfortable operating in a fast-paced, evolving environment· Ability to anticipate needs, identify opportunities, and develop solutions independently· Strong organizational and project management capabilities, systems-thinker· Experience leading change and driving adoption of new processes or initiatives· Ability to balance strategic thinking with hands-on execution· Demonstrated interest in using emerging tech to solve business problems
