Remote Customer Success Program Manager

🌍 About the Role

Imagine leading global customer experiences from the comfort of your own creative space. As a Remote Customer Success Program Manager, you'll step into a transformative role where strategic insight meets emotional intelligence. This isn't just about guiding accounts or answering queries — it's about architecting the systems and journeys that define how customers succeed at scale. With an annual compensation of $94,071, this role rewards both your empathy and your operational brilliance. If you thrive in a fast-paced, high-autonomy environment where customer-centricity is sacred, you're about to feel right at home.

🚀 Our Mission and Culture

We're a team of forward-thinkers building the next frontier in customer success automation. Our origin story began with a shared frustration: too many businesses had great products but lacked meaningful post-sale engagement. Since then, we've cultivated a culture that celebrates curiosity, iteration, and genuine human connection. Every initiative here aims to amplify customer retention, reduce churn, and elevate lifetime value — but we do it our way: creatively, boldly, and with compassion.

🎯 Key Responsibilities

🧭 Program Leadership

• Design, deploy, and manage scalable customer success programs that improve onboarding, engagement, and renewal.
• Lead strategic initiatives across product adoption workflows, customer education pipelines, and lifecycle communication strategies.

🤝 Stakeholder Collaboration

• Partner with product managers, support engineers, sales reps, and marketing leads to ensure a consistent customer journey.
• Translate customer feedback into actionable data-driven insights that inform internal roadmaps.

📊 Analytics and Optimization

• Track customer health metrics and operational KPIs across cohorts.
• Continuously iterate on playbooks using insights from NPS, churn, CSAT, and expansion trends.

📚 Enablement & Empowerment

• Create content and tools for Success Managers to execute personalized engagements at scale.
• Own internal enablement programs that equip cross-functional teams with customer-centric mindsets and frameworks.

🧩 The Tools You'll Master

This is a tech-savvy position. You'll use tools like:

• Gainsight, ChurnZero, or Totango for CS automation
• Notion and Confluence for process documentation
• Figma and Loom for dynamic customer education resources
• Salesforce and HubSpot for CRM alignment
• Amplitude or Mixpannel for usage analytics

Expect your digital toolkit to evolve as we grow, and anticipate that your suggestions for new tools will be heard and implemented.

💼 Work Environment

We are 100% remote and proudly asynchronous. That means you’ll be trusted to manage your time and own your outcomes. There’s zero micromanagement and a heavy emphasis on autonomy. Team rituals include bi-weekly strategy sessions, virtual coffee rooms, and monthly innovation show-and-tells.

We're global but tightly knit — you might brainstorm with a UX designer in Lisbon at 9 a.m. and review adoption analytics with a data analyst in Austin by lunch. Despite the distance, camaraderie is strong, and support is always a Slack ping away.

🧠 What We’re Looking For

🏆 Qualifications

• 4+ years of experience in a customer success, program management, or lifecycle marketing role — preferably in SaaS.
• Proven ability to launch and manage cross-functional customer programs that drive measurable results.
• Stellar written and verbal communication with an empathetic, persuasive tone.
• Familiarity with product-led growth models and lifecycle mapping.
• Bonus: Experience supporting enterprise accounts or implementing CS platforms.

🧠 Soft Skills

• You think like a customer, always.
• You're proactive, detail-obsessed, and allergic to silos.
• You love simplifying complexity and creating repeatable systems.
• You’re energized by feedback, ambiguity, and change.

🪴 Growth Opportunities

In this role, you'll gain executive exposure, cross-functional influence, and strategic ownership at scale. Many of our CS leaders have progressed to become Heads of Success, Product Strategists, and even Co-founders. If you're seeking a place to scale your own impact while building programs that redefine how success is delivered, your runway starts here.

📣 Apply from Anywhere

This is a remote-first role open to candidates globally. Whether you're an ocean away or across the street, we measure success by impact, not location. The time zones you’ll collaborate with most are GMT, EST, and PST — but flexibility reigns supreme.

🔥 Ready to Build the Future of Success?

If you’ve got a strategic mind, a systems brain, and a customer-sized heart — we want you. Apply now and help us craft customer experiences that not only retain but also delight. Your next significant chapter starts here, and it starts remote.

Make your mark. Inspire success. Build something legendary.