Program Manager - Customer Success

This role is for one of the Weekday's clients

Salary range: Rs 1500000 - Rs 3000000 (ie INR 15-30 LPA)

Experience: 1+ yrs

Location: Bengaluru

Job Type: full-time

We are looking for a Program Manager – Customer Success to drive operational excellence, scalability, and customer retention within a fast-growing SaaS environment. This is a high-impact role focused on building and optimizing customer success processes, enabling teams with the right systems and insights, and ensuring customers achieve maximum value throughout their lifecycle.

The ideal candidate will combine strong program management skills with a customer-first mindset, working cross-functionally to improve onboarding, adoption, renewals, upselling, and overall customer experience. This role is perfect for someone who enjoys bringing structure to fast-paced environments, solving operational challenges, and creating scalable systems that support long-term growth.

Requirements

Key Responsibilities

• Own and manage day-to-day Customer Success operations, ensuring smooth execution across onboarding, product adoption, renewals, and expansion activities.
• Build, document, and optimize scalable processes, playbooks, workflows, and operational frameworks for the Customer Success function.
• Partner closely with Customer Success Managers to improve customer engagement, retention, and satisfaction outcomes.
• Drive cross-functional programs involving Product, Sales, and Customer Success teams to enhance customer experience and business performance.
• Develop systems and reporting mechanisms to monitor customer health, adoption metrics, renewals, and growth opportunities.
• Identify process gaps and implement solutions that improve team efficiency, productivity, and customer outcomes.
• Support customer retention, upsell, and cross-sell initiatives through structured programs and operational excellence.
• Ensure teams have access to actionable insights, data, and tools required to deliver exceptional customer experiences.
• Track program performance, define success metrics, and drive continuous improvement initiatives.
• Act as a key stakeholder in aligning customer success strategies with overall business objectives.

What Makes You a Great Fit

• 3+ years of experience in Customer Success, Customer Success Operations, Program Management, or related roles within a B2B SaaS environment.
• Proven experience building and scaling operational processes in high-growth or startup environments.
• Strong Program Management skills with the ability to manage multiple initiatives simultaneously.
• Passion for customer experience, customer retention, and long-term customer value creation.
• Ability to create structure, systems, and repeatable processes in fast-changing environments.
• Strong analytical and problem-solving skills with a data-driven approach to decision-making.
• Excellent stakeholder management and cross-functional collaboration abilities.
• Comfortable working independently with high ownership and accountability.
• Strong communication skills and the ability to influence teams across functions.
• Experience in Customer Success Operations, retention strategy, or revenue-focused customer programs is highly preferred.

Preferred Skills

• Program Management
• Customer Success
• Customer Success Operations
• Business Strategy
• Process Improvement
• Cross-Functional Collaboration
• Customer Retention & Growth
• Operational Excellence
• Stakeholder Management
• Generalist Business Operations