Program Manager, Customer Success Operations

Program Manager, Customer Success Operations

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If you’re excited by change, energized by learning, and ready to have a real impact, you’ll feel right at home.

We are looking for an experienced Program Manager to join our Customer Success Operations team. This role will focus on developing, implementing, and maintaining programs that enhance customer experience, drive retention, and support the overall growth of our customer success organization. The ideal candidate will have a strong background in program management, operations, and customer success.

• Drive cross‑functional projects, transformational projects, and change management projects in partnership with CS Leadership.
• Design, implement, and manage customer success programs and initiatives.
• Develop standardized processes and workflows to improve operational efficiency.
• Create and maintain program documentation, playbooks, and best practices.
• Monitor program performance and implement continuous improvement strategies.
• Provide ongoing training and support to the Customer Success team on tools, process, and policies. Create training materials and best practice documentation.
• Collaborate cross‑functionally with Sales, Marketing, Product, and Engineering to align customer success strategies and programs across teams.

• Experience:
  
  5+ years of experience in Program/Project Management roles ideally across a Customer Success Operations, Customer Success Management discipline.
• Knowledge of customer success methodologies and frameworks.
• Experience with project management platforms.
• Prior experience in a SaaS environment.
• Tech‑savvy:
  Familiarity with other customer success tools and CRM systems (e.g., Salesforce) is a plus.
• Customer‑centric mindset:
  Passion for creating outstanding customer experiences and helping teams achieve that goal.

Hiring Compensation Range: $118,000—$147,000 USD.

Benefits:
Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most. Benefits vary by region, and we encourage applicants to review our Australia Benefits, India Benefits, Ireland Benefits, Mexico Benefits, Turkiye Benefits & US Benefits, pages to get an understanding of some of the benefits we offer.

details on region‑specific benefits, please refer to the information provided during the hiring process.

Benefits outlined are provided as a general overview and may vary depending on the location, role, and employment classification. All benefits are subject to change at the discretion of the organization and in accordance with applicable laws and policies.

At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. We understand that not everyone will match each of the qualifications. However, we also realize that everyone has unique experiences that can add value to our company.

Even if you think your background might not perfectly align, we’d love to hear from you!

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