They will be a senior leader with a strong program management background, a head for business, and a pragmatic, data-driven, strategic approach to problem-solving. Additionally, they will be able to get into the details of every program they run, understand technical and business issues, and provide hands-on work to bring the program to success. They will have the ability to influence leaders across different business and functional teams. They will have a proven ability to establish credibility at the executive level and with key partners and experience gaining consensus and approval for planning efforts across multiple functional leaders.

The Director of Customer Success program management will lead a team that drives structure, clarity and velocity for our post sales organizations, in a dynamic and highly entrepreneurial environment.

KEY RESPONSIBILITIES

• Lead the Customer Success Program Management function with resourcefulness and transparency
• Team staffing, mentoring, and career development
• Own goals to achieve better quality, consistency, and oversight of programs/projects across the organization by developing and maintaining project management methodologies, standards, and tools
• Coach and nurture program/project management practitioners, both within and outside the PMO, and share knowledge of industry best practices
• Set standards for program/project manager capabilities, including certifications and qualifications and success measurement criteria
• Develop visibility and timely updates to stakeholders on major programs/projects
• Help set Success PMO OKRs and ensure delivery of key results
• Communicate complex issues to people with diverse backgrounds and experience, and drive to resolution
• Bring clarity, structure, and actions to plans of various levels of ambiguity and complexity
• Structure, kick-off, and run continuous and/or time-bound programs within and beyond the Success organization by clarifying priorities, enabling the execution of deliverables, defining program process flows, and providing continuous transparency.
• Define the concept, build a viable business case, develop an execution plan and follow all the way through value realization of each of the initiatives.
• Partner with Operations to introduce new processes / workflows, by bringing proposed solutions to the teams and rolling them out in an iterative manner.
• Anticipate and mitigate risks - by having close involvement with teams’ goals and challenges, applying past experience, and keeping in mind the big picture.
• Provide clear and crisp transparency to the status and progress of initiatives.

MINIMUM REQUIREMENTS (Knowledge, Skills, Abilities)

• Ability to work both tactically and strategically
• Strength in influencing decision making with or without authority and bringing teams to agreement
• A results-driven leader who can promote a vision and a roadmap
• Strong team player who embraces listening, straight talk, transparency, ownership, and accountability
• Interpersonal skills that build productive relationships and influence others
• A self-directed, self-aware leader who demonstrates humility while building and extending trust
• Experience in defining support processes in a SAAS company like SFDC, ServiceNow, Twillio, Netsuite, Workday, etc.
• Hands-on experience project managing an initiative from start to finish.
• Excellent verbal and written communication; skilled with communication at all levels.
• Strong leadership skills; ability to influence without authority 
• Strong technical aptitude / affinity; experience working hand-in-hand with software, test, and/or system engineers.
• Expertise with software development lifecycles, including Agile / Scrum
• Thrives in a fast-paced environment with a high rate of change.

QUALIFICATION REQUIREMENTS

• Bachelor’s degree, preferably in technology, from an accredited college/university; advanced degree preferred
• PMP and Agile/SAFe certifications a plus
• Manager with a proven track record of successful team management and development that incorporates dependable program/project delivery and an ability to improve program/project management practices
• 3+ years of experience in a technical role developing or supporting offerings in a cloud environment
• 3+ years of experience in eCommerce and affiliate marketing desirable 
• Proven ability to work cross-functionally on complex technical projects
• A total of 15+ years of industry experience with strong exposure to Customer Support in a software, SaaS, or systems development environment.
• Minimum 7 years hands-on Program/Project management experience in a software, SaaS, or systems development environment – managing initiatives from start to finish.

Why You’ll Love It Here

• Generous medical, dental, and vision coverage for full-time employees and their dependents

• Flexible time off

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings (or virtual events these days!) because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Womxn's Network)

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)

• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status