Senior Director, Sales Enablement
Gartner
Manager, Customer Programs
Lattice
full-time
Posted on:
Origin: • 🇺🇸 United States • California, New York
Visit company websiteSalary
💰 $127,500 - $159,500 per year
Job Level
Mid-LevelSenior
About the role
- We’re looking for a Manager of Customer Programs to help scale high-impact programs that drive customer adoption, engagement, and success. In this role, you’ll own the strategy, team leadership, and cross-functional alignment that operationalize our customer engagement vision. You will manage and mentor a team, while partnering with leaders across Support, Marketing, and Product to deliver meaningful, scalable customer experiences.; Lead & Develop a Team: Mentor and manage a team responsible for delivering customer education, enablement, and community programs.; Own and Scale Customer Programs: Oversee the strategy and execution of scalable customer-facing initiatives such as onboarding webinars, customer office hours, community events, and education programs.; Drive Strategic Impact: Ensure customer programs are tied to core business outcomes such as retention, adoption, and expansion.; Collaborate Cross-Functionally: Partner closely with Customer Success, Marketing, Product, and Support to align programs with customer needs and business priorities.; Improve Program Operations: Implement tools, processes, and best practices to streamline delivery, drive efficiency, and enable scale.; Measure & Optimize: Define and report on KPIs for customer programs and enablement, using insights to continuously improve offerings.
Requirements
- 5+ years of experience in customer programs, customer enablement, customer marketing, or a related function; ideally within a SaaS environment, with at least 1 year in a people management role; Proven track record managing customer-facing programs or education initiatives from planning through execution; Strong people leadership skills; able to coach, mentor, and grow a team; Excellent organizational and project management skills, with a strong attention to detail; Strong collaboration and communication skills; able to align and partner effectively across teams; Comfort with data and measurement; able to report on program impact and optimize based on feedback; A customer-centric mindset and passion for improving customer experiences through scalable, repeatable programs; Experience with tools like LMS platforms, webinar software (Zoom, ON24), or content management systems is a plus.
