Program Manager Customer Success

Program Manager – Renewals & Customer Success

Location:

Palo Alto Position Overview

We are seeking an accomplished Program Manager with in-depth knowledge and hands‑on experience in Program Management pertaining to Renewals Sales, and Customer Success programs. This role combines strategic oversight with tactical execution to drive customer retention, profitable renewals, sales effectiveness, enhanced customer experience, and overall business impact. The ideal candidate will excel in driving end‑to‑end programs involving cross‑functional stakeholder collaboration, be proficient in data‑driven decision making, and bring proven experience managing end‑to‑end projects and programs.

• Lead and manage comprehensive programs related to renewals sales enablement, renewals optimization, and customer success programs and projects.
• Develop, champion, and implement programs and projects aimed at increasing renewal rates, improving customer retention, churn reduction and strengthening the overall post‑sales customer lifecycle.
• Work closely with Renewals Team, Sales and GTM Teams, Customer Success, Product Management, Marketing, and Operations to drive cohesive planning and execution of strategies.
• Generate clear goals, key performance indicators (KPIs), and success measures that demonstrate the business and customer experience impact of assigned programs.
• Continuously identify opportunities for process improvements, strategic innovation, and operational efficiencies in sales, renewals, and customer success areas.

• Plan, execute, and deliver end‑to‑end renewals, sales enablement, and customer engagement projects, actively ensuring each phase is completed on‑time, on‑budget, and aligned to stakeholder expectations with strong reporting.
• Coordinate resources, set project and program timelines, define scope and deliverables, manage risks/issues, and track project status using project management methodologies and tools.
• Proactively facilitate communication across cross‑functional teams and stakeholders, fostering transparency and alignment throughout the project and program lifecycle.
• Provide regular updates, elevate risks proactively, and swiftly implement appropriate corrective actions to ensure successful outcomes.

• Leverage deep understanding of the renewal sales lifecycle, renewal management practices, customer prevention, product onboarding and adoption customer experience frameworks, and growth strategies to drive results.
• Participate and provide insights into customer journey mapping, customer segmentation, renewals forecasting, and churn prediction models to maximize retention and revenue.
• Provide subject matter expertise around renewal processes, customer retention strategies, sales enablement programs, and customer success methodologies and frameworks.

• Bachelor's degree in Business, Marketing, Sales, Project Management, or equivalent experience. PMP certification or equivalent qualification preferred.
• Minimum 5–7 years of professional experience managing complex programs/projects, specifically including experience across sales enablement, customer renewal initiatives, and customer success strategies (preferably in a SaaS, software, or technology company).
• Demonstrated ability creating and executing strategic sales enablement programs, renewals‑focused projects, and CX/CS strategies.
• Familiarity with customer success management tools (e.g., Gainsight, Totango), CRMs (Salesforce preferred), and productivity/project management platforms (e.g., , Smartsheet, Jira, Asana).
• Proven analytical capability and experience using data‑driven approaches to measure performance, drive program effectiveness, inform decision‑making, and improve operational processes.
• Exceptional organizational and interpersonal skills, adept at influencing cross‑functional stakeholders across diverse operational and sales functions.
• Excellent written, verbal, and presentation communication skills, including the ability to communicate effectively with senior executives.

• Strategic thought leadership in Sales Enablement, Customer…