Program Manager (Customer Success)

Responsibilities

• Own the Engagement
• Own the full lifecycle of strategic ecosystem accounts, from kickoff through delivery, renewal, and expansion. Serve as the primary point of contact and trusted advisor for each client.
• Drive Delivery
• Lead client kickoffs, manage scope through a structured change-order process, oversee end-to-end audit delivery, coordinate quality review and publishing, and proactively escalate risks to internal leadership.
• Administer Program Governance: Operate the day-to-day governance framework for each engagement — RASCI matrices, workstream structures, and engagement models — and keep the program's working cadence and reporting metrics current.
• Maintain core program artifacts (milestone plans, scope/MVP definitions, RAID logs) as the definitive source of truth, and formulate executive-level status reports for client and internal leadership.
• Orchestrate Technical Delivery: Coordinate architecture and requirements sessions with client engineering teams and translate outcomes into actionable delivery milestones.
• Oversee delivery across audit and engineering teams — backlogs, sprints, and stage gates — to ensure high-quality, on-time releases, and provide formal go/no-go recommendations at key milestones.
• Manage technical dependencies including repository access, audit cycles, and vendor onboarding, collaborating with legal on contractual or SOW-related blockers.
• Coordinate Third-Party Infrastructure: Synchronize delivery timelines and technical specifications with third-party infrastructure providers and partners, supporting senior leadership in commercial and contractual decision-making where needed.

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