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.

• 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, Rev Ops, 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 Rev Ops 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
• Perform other related duties as assigned.

• 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.

• 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

• 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.

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.

The pay for the successful candidate will depend on various factors, including work location, relevant knowledge, skills, qualifications, and experience.