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Cloudera Logo Cloudera · IT - Administration

Customer Success Program Manager

Ireland; Costa Rica, Cork · Job Posted January 24, 2026
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Job Description

We are looking for an experienced Program Manager to act as a force multiplier for our Customer Success (CS) organization. In this role, you will operate as a high-impact individual contributor, responsible for designing, managing, and executing critical internal projects that allow our CS team to scale. Unlike a traditional software project manager who oversees code delivery, you will manage business value delivery. You will spearhead initiatives such as implementing new CS platforms (e.g., Gainsight/CAST), rolling out new retention playbooks, restructuring the customer journey, or managing the "Operational Readiness" for major product launches. You have a passion for organization, process optimization, and ensuring our CSMs have the infrastructure they need to drive customer goals.

Job Responsibility

  • Take complete ownership of high-priority CS initiatives (e.g., "Revamp the Onboarding Journey" or "Implement Digital-Touch Strategy") from ideation through to execution and measurement
  • Define the scope, success criteria, milestones, and risks for internal operational projects, ensuring they are delivered on time and within budget
  • Act as the bridge between the CS leadership team’s vision and the operational reality, translating strategy into tactical project plans
  • Oversee the "people side" of change, ensuring the CS team actually adopts new processes/tools through effective training, documentation, and internal marketing
  • Manage the "Operational Readiness" aspect of new product introductions—coordinating with Product and Marketing to ensure the CS team is trained, equipped with collateral, and ready to support customers before launch
  • Identify friction points in the customer lifecycle and proactively design process improvements to resolve them
  • Work horizontally across the business (Sales, Marketing, Product, Finance) to remove silos, acting as the single point of contact ensuring dependencies between CS and other departments are managed effectively
  • Maintain a "living" roadmap of CS priorities, keeping stakeholders informed of velocity, progress, and outcomes without micromanagement

Requirements

  • 8+ years of Project/Program Management experience, with a specific focus on Operations, Customer Success, or Professional Services (not just software engineering)
  • The "Single Entity" Mindset: comfortable working autonomously, willing to roll up sleeves and do heavy lifting
  • Influence Without Authority: exceptional ability to guide and motivate stakeholders across the company (including VP/C-Level) to meet deadlines and adhere to processes
  • Agile for Business: experience applying Agile principles (iterative value, standups, retrospectives) to business processes and operational rollouts
  • CS Domain Expertise: understand the mechanics of Customer Success (e.g., QBRs, Net Revenue Retention, Churn Analysis, Health Scoring) and can build projects around improving these metrics
  • Tech Stack Proficiency: experience managing the implementation or optimization of CS tools (e.g., Gainsight, ChurnZero, Salesforce, Totango) and Project Management tools (Asana, Jira, Monday.com)
  • Process Architecture: ability to map complex customer journeys (Visio/Lucidchart) and spot gaps where customers are falling through the cracks
  • Data Literacy: can look at retention data or team capacity models and use that evidence to build a business case for your next project
  • Bachelor's degree in related field of study
  • This role does not support immigration sponsorship

What we offer

  • Generous PTO Policy
  • Support work life balance with Unplugged Days
  • Flexible WFH Policy
  • Mental & Physical Wellness programs
  • Phone and Internet Reimbursement program
  • Access to Continued Career Development
  • Comprehensive Benefits and Competitive Packages
  • Paid Volunteer Time
  • Employee Resource Groups
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