Sr Manager of Customer Success Programs & Operations

Required Skills & Experience

•  7+ years of experience in Program Management, Business Operations, Customer Success Operations, Strategy & Operations, Consulting, Change Management, or a related field
•  Proven experience leading complex cross-functional initiatives
•  Demonstrated success building stakeholder alignment and driving organizational change  Strong written, verbal, and presentation skills
•  Experience developing operational processes, governance models, and documentation - Strong project and program management experience

Nice to Have Skills & Experience

• Experience with HubSpot and Salesforce
• Strong Excel skills

Job Description

Our client is seeking a Senior Manager, Customer Success Programs & Operations to serve as a foundational leader responsible for designing, implementing, and scaling customer success initiatives across the organization. This individual will partner closely with leadership to bring structure, governance, and consistency to a highly successful, founder-led business that has historically relied on relationship-driven sales practices. The role will focus on identifying opportunities to improve customer experience, standardizing processes, building workflows, driving organizational change, and ensuring adoption across stakeholder groups. The ideal candidate is a strategic problem solver who thrives in ambiguous environments, can take a messy situation and create order, and has experience building programs, processes, and operating models from the ground up. Success in this role requires strong change management capabilities, cross-functional influence, exceptional communication skills, and the ability to gain buy-in from stakeholders without direct authority. Candidates with backgrounds in business operations, customer success operations, program management, consulting, or organizational transformation who demonstrate a strong willingness to learn new technologies and continuously improve business processes will be particularly successful. This is a fully remote position with occasional travel (1-2 times per quarter), with a preference for candidates located near Syracuse, NY. This role is offering a salary of $110,000-140,000/yr.