CX Program Manager

Siteimprove is seeking a Customer Experience Program Manager to work across Revenue Operations and Customer Experience and drive clarity, alignment, and execution across customer-facing initiatives. This role sits at the intersection of Customer Success, Product, Marketing, Sales, and Operations, translating strategic priorities into structured programs that improve customer outcomes, adoption, and long-term value, including Customer Success-led pipeline generation, churn mitigation, and scalable lifecycle programs. The ideal candidate brings strong program leadership, a customer-first mindset, and the ability to lead through influence in a fast-moving SaaS environment. What you will be doing Translate customer experience strategy into clearly defined, executable programs that support adoption, retention, and long-term customer success  Establish program charters with clear goals, scope, milestones, ownership, success metrics, and dependencies  Lead end to end execution of cross-functional CX programs, serving as the primary point of accountability for planning, vendor selection, coordination, decision-making, and communication across Customer Success, Product, Marketing, Sales, and Operations Identify risks, dependencies, and gaps early; proactively surface trade-offs and recommend solutions to keep programs on track  Partner with Customer Success Operations, RevOps, and Analytics to define and track KPIs tied to adoption, retention, expansion, and customer health, ensuring data quality, consistency, and executive trust in reporting, including improving data hygiene and workflows Own the operational execution of CX programs within core systems (Salesforce, CX platforms), partnering with RevOps to ensure accurate tracking, campaign execution, and stakeholder communication Continuously improve CX program frameworks, processes, and operating cadence to increase efficiency, accountability, and impact  Own and manage Customer Success-led pipeline and expansion programs, including scalable plays and enablement assets that enable Customer Success Managers to consistently identify opportunities   Performs other related duties as assigned. What we will require of you 5+ years of experience in Customer Experience, Customer Success, Program Management, or a related role within a SaaS or technology company  Experience supporting Customer Success lifecycle programs related to expansion, churn reduction, or customer health  Proven experience leading complex, cross-functional initiatives with multiple stakeholders and competing priorities  Strong ability to turn ambiguous or evolving goals into structured, actionable plans  Experience communicating program status, insights, and recommendations to senior leaders  Excellent facilitation, organization, and communication skills  Analytical mindset with experience using data to measure success and inform decisions  Comfort operating in a fast-paced, changing environment and managing multiple initiatives at once  Travel as needed. What we will love about you Experience supporting customer lifecycle programs such as onboarding, adoption, renewal, expansion, or customer advocacy  Familiarity with tools such as Salesforce, Clari, Totango, Pendo, or similar CX/CS platforms  Exposure to change management or process improvement initiatives  Ability to balance strategic thinking with hands-on execution  In addition, we hope you will appreciate: Rest and relaxation: Open Paid Time Off (OPTO) program for vacation, personal illness, mental health, or to care for a family member, 11 paid holidays, and volunteer leave. Comprehensive benefits: National medical plan, dental, vision, paid maternity leave, paid paternity leave, HSA, Flex, employer-sponsored short-term, long-term disability, discounts to volunteer plans to meet your family needs, and more! Prepare for the future: 401(k) with a company match to provide a better future in your retirement years. USD 81,461-101,826 per-year-salary The pay for the successful candidate will depend on various factors, including work location, relevant knowledge, skills, qualifications, and experience. Siteimprove is an equal opportunity employer All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status. Siteimprove is a global corporation that has developed data practices to ensure your personally identifiable information is appropriately protected. Please note that personal information may be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in accordance with our Privacy Policy at https://siteimprove.com/en/privacy/. Apply now! Job details Location Minneapolis Department Customer First Job Type Full-Time Apply now! Share this on: Share on Facebook Share on Twitter Share on LinkedIn