Associate Program Manager – Customer Success

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We are looking for a sharp, detail-oriented, and people-savvy Associate Program Manager – Customer Success who will become the connective tissue across our customer delivery, internal execution, and strategic operations. This isn’t just an ops or coordination role — this is a thinking role
. You’ll work closely with Customer Success Managers (CSMs), internal teams (Tech, Production, Device Management, Operations), and leadership to ask the right questions, challenge assumptions, and co-create improvements to how we deliver value to customers
.

The ideal candidate combines curiosity with critical thinking and is able to bring structure, clarity, and execution ownership into complex environments. You’ll not only manage flow, but also help shape how processes evolve — with a data-backed, impact-first approach.

• Ensure customer requirements flow clearly and consistently from the CSM team to internal departments.
• Track and follow through on cross-functional handoffs and ensure timely closure of tasks.
• Maintain structured documentation, trackers, and communication records that provide execution visibility.

• Approach every coordination or process question with structured analysis and evidence.
• Drive impact analysis for proposed changes and identify unintended consequences early.
• Help build lightweight dashboards or tracking models to inform better decisions across the board.

• Participate in problem-solving conversations around recurring inefficiencies or gaps.
• Ask critical, insight-driven questions that challenge “how it’s always been done.”
• Take ownership of the change management lifecycle — from suggesting process improvements to driving alignment and adoption across teams.

• Build rapport and trust with internal stakeholders across Tech, Hardware, Production, and Ops teams.
• Understand and navigate on-ground operational realities, and ensure clear, actionable handoffs between teams.
• Work alongside CSMs to identify delivery friction points and co-design smoother workflows.
• Enable CSMs with tools, communication clarity, and execution frameworks that improve responsiveness and reduce escalations.

• 1–3 years of experience in program coordination, operations, customer success support, or startup environments.
• Highly analytical, yet people-centric — you understand that data and empathy are both tools for solving real-world problems.
• Proficient with Google Sheets/Excel, task trackers (Trello, Asana, Notion), and comfortable documenting structured processes.
• Strong communicator, able to listen deeply, speak clearly, and build consensus.
• Curious by nature, courageous in conversations, and committed to improving how things work.

• Be at the heart of customer success operations at the intersection of technology, hardware, and service
  .
• Learn how cross-functional ecosystems actually operate in a fast-moving, real-world environment.
• Make a visible impact early, with the opportunity to scale into roles focused on strategy, process, or customer delivery design.

Are multilingual and comfortable engaging with cross-regional teams across language and cultural contexts.

Have worked in SaaS, hardware, mobility, or IoT environments.

Have experience building SOPs, dashboards, or internal tooling for task/process tracking.

Have a working interest in systems thinking, product-service design, or go-to-market operations.