Program Manager, Customer Success Architecture

3 Months ago • All levels • $90,000 PA - $125,000 PA

Customer Service

Job Description

We are looking for a Program Manager to join our Customer Success Architecture team. This role will lead the creation of the Customer Success Path program, which guides customers in achieving their desired business outcomes. You will collaborate with Technical and Customer teams to develop this program from its early stages into a mature practice. The ideal candidate is passionate about designing customer programs, enjoys cross-functional collaboration, and can translate technical concepts into clear visual guidelines. Responsibilities include designing, executing, and managing the program, developing outcomes-based Success Paths, collaborating with Product and Customer Success teams on reference architectures, and publishing designs as 'terminus maps'. You will also provide guidance on Success Path literacy, act as the program's representative, and map delivery methods against use cases.

Good To Have:

Integrate 'terminus maps' into a comprehensive map.
Provide guidance on Success Path literacy.
Act as the face of the program.
Map delivery methods against Success Path use cases.
Participate in cross-functional CX efforts.

Must Have:

Design, execute, and manage Customer Success Path program.
Partner with Customer Success Architecture team.
Develop and publish outcomes-based Success Paths.
Collaborate with Product and Customer Success teams.
Publish designs as 'terminus maps'.

Perks:

Commissions or discretionary bonus

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cross-functional

We’re seeking a Program Manager to join our Customer Success Architecture team, within the Customer Success Strategy & Excellence organization.

You will lead the creation of our Customer Success Path program at CyberArk, which guides customers to achieve their desired business outcomes.

This is a highly influential, visible, and strategic role. You will collaborate with Technical and Customer teams to develop this program from its early phases, into a mature practice at the heart of our Customer Success framework.

We are looking for someone who is passionate about designing customer programs, enjoys collaborating across a diverse set of players, and is skilled at translating technical concepts into visually clear guidelines.

Responsibilities

Responsible for designing, executing, and managing the Customer Success Path program, including timelines, milestones, key meetings, and ongoing governance.
Partner closely with other members of the Customer Success Architecture team to execute the program work
Lead the development, design, publication, and refinement of outcomes-based Success Paths, detailing product-specific use cases and capabilities which lead to outcomes
Collaborate with Product and Customer Success teams to create general product-based reference architectures
Publish designs as high-level 'terminus maps' for internal use and translation into customer-facing materials
Integrate these ‘terminus maps’ into a comprehensive map across products and capabilities, towards defined business outcomes for CyberArk customers
Provide guidance on Success Path literacy and usage for both internal teams and customers
Act as the face of the program, presenting to audiences of all levels
Collaborate with key teams to map the ideal delivery methods & practices against Success Path use cases, identifying areas of opportunity
Participate in select cross-functional CX efforts