Program Manager

An overview of this role

You'll be the Staff Program Manager, CCO Programs, running the cross-functional initiatives on the Chief Customer Officer's (CCO) priority list. These programs include go-to-market transformation, retention and renewal motions tied to major annual recurring revenue (ARR) goals, the field-to-product feedback loop, and executive engagement with our highest-value accounts. You'll turn executive intent into workstreams, coordinate senior stakeholders across Sales, Customer Experience, Product, Marketing, Renewals, Professional Services, Data, and Enablement, and make the tactical calls that keep the portfolio honest.

This is a founding seat reporting to the CCO while the broader Programs function is built, and the reporting line may evolve as the team scales. In your first year, every CCO-level program will have a clear owner other than the CCO, leadership will trust your data-grounded view of program health, and the portfolio will deliver measurable business outcomes.

What you'll do

• Own execution and business outcomes across CCO-level programs, including go-to-market transformation, renewal and retention motions, product feedback loops, and executive sponsorship for top accounts.
• Turn CCO direction into workstreams with clear owners, dependencies, and timelines.
• Coordinate senior stakeholders across Sales, Customer Experience, Product, Marketing, Renewals, Professional Services, Data, and Enablement, holding them accountable without direct authority.
• Surface stalled work, unowned risks, and slipping timelines so the CCO has a reliable, real-time view of the portfolio.
• Recommend scope changes, re-sequencing, or ending a program when it is not delivering value.
• Drive follow-through from executive meetings by tracking decisions and action items to completion.
• Track program health using data, connect execution to retention, expansion, adoption, and ARR outcomes, and communicate executive-ready narratives.
• Build shared standards for tracking, reporting, and handoffs, and iterate plans with functional leaders based on field feedback.

What you'll bring

• Experience leading complex, cross-functional strategic programs at the executive level and turning ambiguous direction into delivered outcomes without a fully scoped brief.
• Experience in Customer Experience, go-to-market, or revenue-facing functions such as Customer Success, Renewals, Sales, or Revenue Operations, with fluency in retention, expansion, and adoption motions and how they contribute to ARR.
• The ability to influence senior stakeholders, including executives, and hold them accountable to commitments without formal authority.
• Judgment to make high-stakes tactical recommendations under ambiguity, including when data supports changing direction or ending a program.
• Data fluency to assess program health, diagnose where work is breaking down, and recommend a data-informed next step.
• Strong written and verbal communication, with the ability to move between an executive-ready narrative and execution-level detail.
• Comfort operating without established infrastructure and helping build the function's operating model.
• Reliable follow-through and the ability to navigate conflict and competing priorities across a broad stakeholder group.

About the team

You'll be the first Program Manager supporting CX Executive initiatives and the founding hire in a Programs function that will grow as the CCO's highest-priority cross-functional initiatives outgrow ad hoc ownership. The team works across the customer lifecycle, from go-to-market strategy and product feedback through renewal, expansion, and executive relationships with large accounts. We partner with Sales, Customer Experience, Product, Marketing, Data, and Enablement leaders in a globally distributed, largely asynchronous environment to turn CCO commitments into shipped outcomes.