Sprinto

Program Manager – Customer Experience

Sprinto

full-time

Posted on:

Location Type: Remote

Location: India

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Tech Stack

SQL

About the role

  • Identify friction across the customer journey — using both data and firsthand experience from enterprise deployments — and translate it into scoped, measurable CX programs.
  • Own end-to-end project management for deployments of key enterprise customers, driving onboarding, implementation, and time-to-value.
  • Lead cross-functional CX initiatives from charter to launch to adoption (e.g., onboarding redesign, SLAs, support routing, QBRs, health scoring, AI workflows).
  • Build and run program structures: plans, governance cadences, risk tracking, decision frameworks, and launch readiness.
  • Align Sales, Solutions, CS, Support, Product, Engineering, and Ops on ownership, tooling, and execution.
  • Define and track program success through dashboards, business reviews, and KPI frameworks tied to customer outcomes.
  • Convert repeat customer scenarios into standardized playbooks, documentation, and enablement assets.
  • Prioritise improvements using customer feedback, onboarding data, support signals, and deployment learnings.
  • Drive adoption of new processes and systems through strong change management.
  • Provide leadership with clear updates, trade-offs, and visibility into progress, risks, and blockers.

Requirements

  • 2-5 years in Program Management, Customer Success Operations, Service Delivery, Implementations, Business Operations, or a similar cross-functional role in B2B SaaS.
  • Proven experience leading complex initiatives with multiple stakeholders, competing priorities, and measurable business outcomes.
  • Strong operator mindset: able to move from ambiguous problem statement to charter, milestones, owners, metrics, and launch plan.
  • Excellent written, verbal, and executive communication skills; comfortable presenting to senior stakeholders and working teams alike.
  • Data fluency with Excel / Google Sheets and strong comfort with dashboards, KPI design, and operational analysis; SQL / BI skills are a plus.
  • Experience improving customer lifecycle motions such as onboarding, adoption, support, renewals, handoffs, or enablement.
  • High ownership and change-management capability: can influence without formal authority and drive adoption across teams.
  • Good to Have :
  • Experience in Customer Experience, Customer Success, RevOps, or post-sales functions of a high-growth SaaS company.
  • Exposure to CRM / CX / support / project systems such as HubSpot or Salesforce, Gainsight / Totango / Planhat, Jira / Asana, Zendesk / Freshdesk, and BI tools.
  • Background in security, compliance, IT operations, or another domain with structured workflows and heavy cross-functional coordination.
  • Formal program or project management training/certifications are good to have, but not required.
Benefits
  • Work wherever you are: We’re 100% remote, so you get to choose if you want to work from home, cafe, hills or beaches.
  • Co-working, on the house: If co-working is your jam, we offer a generous annual allowance of up to INR 14,000 annually* for social working.
  • We care about your learning: We are invested in seeing you grow, and commit USD 1000 annually to help you level up your skills.
  • We count your spark, not your leaves: We care about you not just as an employee, but as a person. So if you need a reset, make use of Unlimited leaves.
  • Your Safety Net, Woven in: We take care of the what-ifs. From health insurance with coverage up to INR 10 lakh for you and your family, to accident protection of an additional INR 10 lakh, and life insurance worth 3× your annual salary, our benefits wrap you and your family in protection so you can focus on thriving.
  • Workspace setup of your dreams: Work from anywhere, and if that’s home, we’ll chip in INR 35,000 to help you create a space that’s as effortless as your workflow.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
program managementcustomer success operationsservice deliverybusiness operationsdata analysisKPI designSQLoperational analysischange managementonboarding
Soft Skills
communication skillsleadershipcross-functional collaborationproblem-solvinginfluence without authorityadaptabilitystakeholder managementorganizational skillspresentation skillscustomer-centric mindset
Certifications
program management certificationproject management certification