Principal Customer Experience Architect

Description

EGNYTE YOUR CAREER. SPARK YOUR PASSION.

Egnyte is a place where we spark opportunities for amazing people. We believe that every role has meaning, and every Egnyter should be respected. With 22,000+ customers worldwide and growing, you can make an impact by protecting their valuable data. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values:

• Invested Relationships
• Fiscal Prudence
• Candid Conversations

ABOUT EGNYTE

Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com

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As a Principal Program Manager, CS Strategy, you will drive high-impact initiatives that improve customer health, retention, and expansion. You’ll act as a strategic thought partner to CS and cross-functional leaders, delivering insights, building scalable processes, and managing key programs that elevate the customer experience.

This role blends strategic thinking, analytical horsepower, operational rigor, and program execution. Ideal for someone who thrives at the intersection of data, process, and business impact.

WHAT YOU’LL DO:

Strategy & Insights

• Partner with CS leadership to develop and execute the Customer Success strategic roadmap
• Analyze customer trends, segmentation, and lifecycle metrics to influence CS strategy
• Support executive reviews (e.g., QBRs, Board decks, CS performance updates)

Analytics & Reporting

• Define, build, and maintain dashboards and KPIs (e.g., NRR, GRR, health scores, product usage, CSAT)
• Own customer health score methodology and refine over time using predictive insights
• Partner with RevOps and Data teams to unify data from CRM, CSPs, product analytics tools

Program Management

• Lead cross-functional initiatives (e.g., scaled CS programs, CS playbooks, tech stack rollouts)
• Drive adoption of processes and tools like Gainsight, Catalyst, ChurnZero, or Salesforce
• Track and manage key initiatives and OKRs across CS teams

Cross-Functional Collaboration

• Work with Sales, Product, Support, and Marketing to align customer journey touchpoints
• Support rollout of CS initiatives like onboarding redesign, risk mitigation programs, and Voice of the Customer

YOUR QUALIFICATIONS:

• 7+ years experience in Customer Success Strategy, BizOps, RevOps, or Program Management in B2B SaaS environments
• Familiarity with CS models (CSM, scaled CS) and revenue retention frameworks
• Strong analytical skills; expert in Excel/Sheets, and experience with BI tools (e.g., Tableau)
• Experience with CRM (Salesforce), CSPs (Gainsight), or other CS tech
• Proven ability to run cross-functional programs and drive stakeholder alignment
• Excellent communication and storytelling skills for executive audiences

COMPENSATION:

Our compensation reflects the cost of labor across multiple U.S. geographic locations, and pay varies based on defined markets. The standard base pay range for this position across the U.S. is $120k - $130k annually. Pay varies by work location and may also be dependent on job-related skills, knowledge, and/or experience. During the interview and/or hiring process, your recruiter can share more information about the compensation package specific to the role and job location.

BENEFITS:

• Competitive salaries and comprehensive benefits
• Company equity depending on role and level
• Flexible hours and generous time off (RTO, Responsible Time Off) to help support your work-life balance.
• Paid holidays and sick time
• 401(k) Retirement Plan (Traditional and Roth)
• Health Savings Account (HSA) and Employee Assistance Program (EAP)
• Paid Maternal, Paternal, and Adoption Leave to help you grow your family
• Modern and collaborative offices located in Draper, UT; Raleigh, NC; Mountain View, CA; Reading, England, and Poznan, Poland
• Gym, cell phone, and internet reimbursement
• Free well-being apps such as Calm, Ginger, and Spring Health for Guardian are offered.
• Perks include discounted pet insurance, electronics, theme park tickets, travel, plus more.
• Your own Egnyte account with lifetime access

Equal Employment Opportunity

Egnyte, Inc. is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Egnyte, Inc.'s management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.

Commitment To Diversity, Equity, and Inclusion:

At Egnyte, we celebrate our differences and thrive on our diversity for our employees, our products, our customers, our investors, and our communities. Our recently launched global Egnyte Employee Communities (EECs) support representation and inclusion across our diverse workplace. Egnyters are encouraged to bring their whole selves to work and to appreciate the many differences that collectively make Egnyte a higher-performing company and a great place to be.

Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of hr@egnyte.com. Egnyte, Inc. will not allow any form of retaliation against employees who raise issues of equal employment opportunity. If employees feel they have been subjected to any such retaliation, they should contact hr@egnyte.com. To ensure the workplace is free of artificial barriers, violation of this policy including any improper retaliatory conduct will lead to discipline, up to and including discharge. All employees must cooperate with all investigations conducted pursuant to this policy.