Senior Program Manager, Customer Experience

PERSUIT is a legal spend management platform that helps the world's largest organizations bring transparency, efficiency, and control to how they manage outside counsel. Following our merger with Apperio, we cover the full lifecycle of legal spend, from sourcing outside counsel to real-time spend visibility and e-billing. Our Customer Experience team turns complex enterprise implementations into long-term partnerships. We move fast, hold ourselves to a high standard, and care about the outcomes we deliver.

Our clients increasingly invest in professional services to deliver larger, more complex programs, and we are creating this role to lead them. As Senior Program Manager, you will own the end-to-end delivery of 2–4 concurrent strategic programs for Fortune 100 and Fortune 500 clients, each spanning multiple work streams and a broad group of client, law firm, and internal stakeholders, often with competing priorities.

You will be the single point of accountability for scope, schedule, governance, and risk.

This is a player-coach role. Alongside your own programs, you will raise the standard of program management across the team by coaching Onboarding Managers and building the playbooks that make our delivery consistent and scalable. It suits someone equally comfortable presenting to a steering committee and untangling a messy dependency log.

• Program Delivery: Lead your strategic programs from Sales handover through go-live and transition to Customer Success, delivering against the Statement of Work on time, on budget, and in scope.
• Program Governance: Run steering committees and executive reporting, and keep clear decision and change logs so everyone knows what was agreed, when, and why.
• Risk and Issue Management: Anticipate risks and dependencies before they become issues, keep risk and issue logs current, and escalated to the right people early.
• Technical Discovery and Integrations: Lead requirements gathering with Solutions Architects and engineers, and oversee configuration, data migration, and integrations with client e-billing and AP systems.
• Go-Live Readiness: Define go-live criteria and UAT standards, and manage cutover so clients launch with confidence.
• Scope: Manage change control against the SOW, flag out-of-scope requests early, and support SOW drafting for new work.
• Adoption and Value: Drive client adoption and change management so programs deliver measurable value, not just a completed project plan.
• Stakeholder Management: Work across client legal, procurement, finance, and IT teams, their consultants and vendors, and our internal teams, and feed implementation insights to Product and Engineering.
• Coaching and Process: Develop Onboarding Managers through coaching and program reviews, leading by expertise rather than line management. Build and improve playbooks for governance, change control, risk, and reporting.

• 8+ years of client-facing program or project management experience in enterprise SaaS implementations, including technical discovery, integrations, and data migration
• A track record of building or significantly improving program management processes
• Experience working to Statements of Work and holding a clear scope line with clients
• Experience running committee-led governance and managing executive stakeholders at Fortune 500 or equivalent organizations
• Skilled at setting direction for stakeholders who may not yet know what they need, managing expectations, and pushing back when needed
• Clear communicator who can translate complexity for technical and non-technical audiences
• Experience managing programs that need significant internal coordination across Product, Engineering, and go-to-market teams
• Confident…