Senior Program Manager - Customer Success Programs

About the Role

This position is offered through a partner organization seeking a Senior Program Manager specializing in Customer Success Programs based in Canada. The role provides a leadership opportunity to spearhead strategic projects that elevate customer success operations and deliver tangible business improvements. You will be responsible for designing, overseeing, and expanding transformative programs aimed at enhancing experiences for both customers and employees. Collaborating across customer success, operations, and business departments, you will translate intricate challenges into well-structured solutions. The role demands a blend of strategic thought, analytical ability, and active program implementation while influencing senior leaders, refining workflows, and building scalable systems to support sustained development. This is suited for a dynamic leader who excels in fast-moving settings and is passionate about driving impactful change.

Key Responsibilities

• Take charge of defining scope, planning, prioritizing, and executing strategic efforts that boost customer satisfaction and operational efficiency.
• Collaborate with leaders from Customer Success, operations, and business units to pinpoint critical issues, set goals, and deploy scalable solutions.
• Facilitate cross-team cooperation by aligning stakeholder interests, managing interdependencies, and maintaining focus on measurable results.
• Develop and enhance processes, tools, dashboards, and reporting systems to increase transparency and streamline operations.
• Evaluate program success, quantify business impact, and present findings and recommendations to senior leadership.
• Proactively address operational obstacles by devising solutions that improve customer success processes and reduce risks.
• Encourage continuous improvement using data-centric decision-making, experimentation, and agile iterative methods.
• Support the formation of high-functioning teams by fostering structured execution, accountability, and strategic cohesion.
• Embody and promote company values such as collaboration, inclusiveness, ownership, and forward-thinking across teams.

Candidate Qualifications

• Possession of a Bachelor’s degree from an accredited four-year institution.
• Between 6 to 8 years of experience in program management, customer success operations, business strategy, consulting, or similar areas.
• Demonstrated success leading transformative initiatives that enhance customer experience and expand operational capacity.
• Advanced skills in program management techniques including planning, prioritization, risk assessment, and execution oversight.
• Competence in quickly grasping business priorities, analyzing data, and converting insights into practical recommendations.
• Excellent communication prowess enabling influence over executives, managers, and cross-functional partners.
• Experience managing multifaceted projects and balancing competing demands with tact and sound judgment.
• Ability to thrive amid uncertainty, steering alignment in rapidly evolving environments.
• Exposure to B2B SaaS solutions, hardware products, or technology platforms considered beneficial.
• Preferred background in global operations, customer success, or customer experience organizations.
• Certifications such as PMP, Agile/Scrum, or Prosci add value.

Compensation and Benefits

• Competitive annual target earnings between 111,265 and 130,900 Canadian dollars, varying by location and experience.
• Performance-related bonuses and eligibility for equity participation as applicable.
• Flexible remote-first work environment designed to accommodate diverse work preferences.
• Comprehensive health coverage and parental leave benefits.
• Allowance for professional development to encourage continuous learning and career advancement.
• Opportunity to contribute to impactful programs that scale organizational effectiveness.
• Collaborative culture emphasizing ownership, creativity, and long-term influence.
• Access to resources and support mechanisms enabling success in a fast-growth tech setting.