Program Manager, Customer Success Architecture

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