Senior Program Manager - Customer Education Job at Airtable

Senior Program Manager, Digital Customer Success

The Senior Program Manager, Digital Customer Success will join our rapidly growi...

Location

United States , Chicago

Salary:

137700.00 - 164475.00 USD / Year

Intercom

Expiration Date

Until further notice

Requirements

8+ years of experience in Customer Experience, Customer Success, Success/Sales/ Market Ops, or Support in B2B SaaS companies
3+ years of experience in a customer facing role, ideally quota carrying, such as sales, success, solutions engineering, or paid support
3+ years of experience building digital first, multi-channel customer engagement programs with a proven track record of improved activations, adoption and customer retention
Experience working with GTM field teams and designing “signals”/escalation points for low touch or high touch human engagement
Ability to run complex, simultaneous, cross-functional initiatives
Ability to convert a futuristic vision into strategically executable projects and tactical action plans with measurable results
Experience leveraging customer and user engagement platforms like (Intercom, CSPs, Pendo, Groove, Marketo, etc.)
Strong analytical and program management skills with an aptitude for working with data
Expertise identifying trends through data analysis and turning insights into actionable outcomes
Experience with Tableau, Looker, Power BI

Job Responsibility

Responsible for the success and retention of our Digital segment of customers - tracking towards GRR and other product adoption goals
Inspecting the segment, identifying/evaluating trends, proposing and building out solutions, all with the goal of influencing customer retention and product adoption
Leveraging our tech stack & data insights to build personalized, targeted, omni-channel experiences that support customers throughout their journey and drive towards their desired business outcomes
Leveraging data and customer research insights to identify and build “signals”/key points of friction or opportunity where it would be valuable to have an entry point to a low touch or high touch motion
Gaining a deep understanding of our customers using research, interviews and data analysis to improve their experience and remove points of friction
Collaborating and aligning cross-functionally to develop innovative and creative ways of engaging with our customers across multiple channels and surfaces - email, in-product, webinars, Academy, community, etc
Collaborating with customer lifecycle marketing, growth, and other key experience teams to build out a holistic customer experience
Working with our Scaled & High Touch partners to bring digital engagements to their customers, optimizing coverage across their books of business
Informing our Customer Education Content roadmap and collaborating with our learning experience designers to create new content for customers
Collaborating with our other key programs such as voice of customer, enterprise community, and scale community

What we offer

Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded!
Flexible paid time off policy
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family!

Fulltime

Senior Program Manager, Digital Customer Success

The Senior Program Manager, Digital Customer Success will join our rapidly growi...

Location

United States , San Francisco

Salary:

153000.00 - 182750.00 USD / Year

Intercom

Expiration Date

Until further notice

Requirements

8+ years of experience in Customer Experience, Customer Success, Success/Sales/ Market Ops, or Support in B2B SaaS companies
3+ years of experience in a customer facing role, ideally quota carrying, such as sales, success, solutions engineering, or paid support
3+ years of experience building digital first, multi-channel customer engagement programs with a proven track record of improved activations, adoption and customer retention
Experience working with GTM field teams and designing “signals”/escalation points for low touch or high touch human engagement
Ability to run complex, simultaneous, cross-functional initiatives
Ability to convert a futuristic vision into strategically executable projects and tactical action plans with measurable results
Experience leveraging customer and user engagement platforms like (Intercom, CSPs, Pendo, Groove, Marketo, etc.)
Strong analytical and program management skills with an aptitude for working with data
Expertise identifying trends through data analysis and turning insights into actionable outcomes
Experience with Tableau, Looker, Power BI

Job Responsibility

Responsible for the success and retention of our Digital segment of customers - tracking towards GRR and other product adoption goals
Inspect the segment, identify/evaluate trends, propose and build out solutions, all with the goal of influencing customer retention and product adoption
Leverage our tech stack & data insights to build personalized, targeted, omni-channel experiences that support customers throughout their journey and drive towards their desired business outcomes
Leverage data and customer research insights to identify and build “signals”/key points of friction or opportunity where it would be valuable to have an entry point to a low touch or high touch motion
Gain a deep understanding of our customers using research, interviews and data analysis to improve their experience and remove points of friction
Collaborate and align cross-functionally to develop innovative and creative ways of engaging with our customers across multiple channels and surfaces - email, in-product, webinars, Academy, community, etc
Collaborate with customer lifecycle marketing, growth, and other key experience teams to build out a holistic customer experience
Work with our Scaled & High Touch partners to bring digital engagements to their customers, optimizing coverage across their books of business
Inform our Customer Education Content roadmap and collaborate with our learning experience designers to create new content for customers
Collaborate with our other key programs such as voice of customer, enterprise community, and scale community

What we offer

Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded
Flexible paid time off policy
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family
All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs)

Fulltime

Senior Customer Success Manager

With very limited direction, the Senior Customer Success Manager delivers post-s...

Location

United States , Los Angeles

Salary:

119000.00 - 149000.00 USD / Year

BlackLine

Expiration Date

Until further notice

Requirements

Bachelor's degree in Accounting, Economics or Business Administration Master of Business Administration or equivalent
6 Years Customer facing experience (internal or external)
Demonstrate natural strong presentation skills natural comfortable passion for presenting
Ability to deal with changing priorities and high-pressure situations with poise diplomacy and tact
Highly process-oriented mindset, with a love of telling stories with data
Prioritization and time management skills
Strong verbal and written professional communication
Updated knowledge of current accounting practices and changes in the industry
Strong interpersonal and consultative skills and proven results building relationships working as a Trusted Advisor to drive business value for customers.

Job Responsibility

Deliver on Customer Success program strategy specifically associated with BlackLine onboarded customer as it relates to assigned customers
Track, validate, and provide feedback to AM team to ensure the customer moves through the entire BlackLine journey after initial contract implementation
Deliver actionable advice, coaching and expertise regarding the features and usage of BlackLine's solutions to increase product adoption and to assist the Account Management team in license expansion
Expertly educate clients on existing and new product features and functionality, and how it can contribute to their business objectives
Perform Success Planning activities (Business Reviews, Success Reviews and Success Path creation) for onboarded clients to ensure BlackLine understands their corporate goals and objectives and the client understands their usage and the path forward to gain more efficiency with the solutions
Continually communicate BlackLine value to customer through the entire customer journey
Work as a team with sales executives and other departments on account planning focused on account expansion, reduction of license and product adoption whitespace, increased customer sentiment, and reduced churn risk
Perform effective, Success Reviews, Business Reviews, Success Reviews, customer advocacy activities, solution coaching and other adoption deliverables via webcasts, teleconferences and/or onsite visits
Address assigned client activities' impact on BlackLine and provide best practices. Includes, but not limited to organizational changes, global rollout, and ERP changes. Ensure ERP changes that result in risk of churn or attrition is document
Keep current on all BlackLine solutions, including detailed product functionality and its proper use

What we offer

short-term and long-term incentive programs
robust offering of benefit and wellness plans

Fulltime

Senior Director, Customer Support

As the Senior Director of Customer Support, you will play a critical role leadin...

Location

United States , Austin

Salary:

Not provided

EdTech Jobs

Expiration Date

Until further notice

Requirements

Bachelor's degree in Business Administration, IT, Computer Science or related field
15+ years of Support including 10+ years of Leadership in high-growth, fast pace SaaS Companies
Strong leadership and management skills
Excellent communication and interpersonal skills
Analytical mindset
Demonstrated strategic thinking and problem-solving abilities
Experience with customer support technologies and tools (e.g., Chat, zoom, salesforce, AI, ticketing platforms) preferred
Willingness to travel occasionally
Flexibility to work non-standard hours as needed to support global and nationwide customers and team members in different time zones

Job Responsibility

Develop and execute the overall customer support strategy
Drive initiatives to enhance customer satisfaction, retention, and loyalty
Collaborate with cross-functional teams to integrate customer feedback into product development
Lead, mentor, and inspire a team of customer support managers and representatives
Set clear objectives, provide regular feedback, and facilitate professional growth
Foster a culture of accountability, collaboration, and continuous improvement
Build Offshore & Seasonal Contractor Bench
Develop and optimize support processes and workflows
Beat key performance indicators (KPIs) and metrics
Analyze data and trends to identify areas for improvement

Fulltime

SAP Program Manager

SAP program Manager has the primary responsibility to manage the profitable and ...

Location

India , Bengaluru

Salary:

Not provided

Sopra Steria

Expiration Date

Until further notice

Requirements

Minimum 12 year(s) of experience
15 years full time education
Hands on experience & broad understanding of SAP & it’s portfolio specially SAP S4HANA
Expertise in one of the SAP Domain, preferably in SAP MM, PP & QM
Experience of Manufacturing industry & Manufacturing domain
Strong communications skills (including with approach senior level Executives and Managing Directors)
Work with autonomy and proactivity
Focus on details and self-driven
Excellent time management and tasks prioritization
Flexibility to work through different time zones when needed

Job Responsibility

Manage the profitable and effective deployment of SAP solutions to our clients through the application of SAP technology, services, and methodologies
Be the management focal point between the customer and strategic partners during the pre-sales, implementation and support of SAP global, multi-site and multi-project business processes plus solutions
Work with customers as a key and influential member of their business planning teams to ensure a continuing delivery of outcomes through SAP solution and delivery teams
Accountable for managing SAP projects or programs within defined time, scope quality, and cost constraints
Provide assistance to the business unit during the opportunity creation phase through the delivery of scoping assessments, resource estimation, project costing, proposal and statement of work generation, and customer and partner project team evaluation
Provide management support to internal and external rollout projects relating to service initiatives, product and technology releases, methodology rollouts, and cross-industry solution deliveries
Demonstrate an active interest in identifying further opportunities to add value through the delivery of SAP services, through interaction with clients
Manage project delivery expectations and relationships with clients, partners, and SAP business units
Build strong knowledge management & experience across projects and seek to actively impart this to other members of the professional services team
Ensure the project’s readiness for audit which includes to assure projects are govern by processes, projects & team adhere to processes defined and all risks are addressed

What we offer

Commitment to fighting against all forms of discrimination
Inclusive and respectful work environment
All positions open to people with disabilities

Fulltime

Principal Technical Program Manager - AI and Search Infrastructure

Atlassians can choose where they work – whether in an office, from home, or a co...

Location

United States , San Francisco; Mountain View; Seattle

Salary:

166100.00 - 266800.00 USD / Year

Atlassian

Expiration Date

Until further notice

Requirements

Minimum of 5+ years of experience with deep domain expertise in the areas of Search Infrastructure (i.e. Search Quality, Search Relevance, Vector Search) or Artificial Intelligence (i.e. LLMs, Inference, Fine-tuning, Content Generation)
Minimum 10+ years of experience in Technical Product / Program Management or Technical Leadership role
Experience in 0-1 product / platform development and scaling
Excellent collaborator who can work across teams effectively and represent domain area to senior leadership (VP+ levels)
Experience in gathering product needs, setting strategy & plans, creating clear roadmap with aligned success metrics
Experience driving platform evangelization and adoption internally and with external customers (i.e. Enterprise / SMB)
Experience building platform products for Enterprise is a plus
Master degree or higher education in Computer Science is a plus
Excellent verbal, written, and facilitation skills (including experience with facilitating meetings and engaging with an executive audience)
Demonstrated experience and success leading high-impact, cross-functional programs or products

Job Responsibility

Own the strategic vision for Atlassian platform area (i.e. AI, Search Infra) with focus of driving best outcomes for customers (Atlassians)
Provide technical expertise for Atlassian platform area (AI or Search Infra)
Define product / platform strategy, plans, priorities and roadmap
Partner with engineering team and other disciplines on strategy, plans, roadmaps and execution
Lead communication with senior leadership, customers and stakeholders on regular cadence
Establish key performance indicators (KPIs) and metrics to measure the effectiveness of key initiatives / projects

What we offer

health coverage
paid volunteer days
wellness resources

Fulltime

Senior Manager, Learning & Training – Membership Services

Learning & Training (L&T) within Membership Services is a strategic function foc...

Location

United States , Boston

Salary:

85000.00 - 125000.00 USD / Year

Whoop

Expiration Date

Until further notice

Requirements

5+ years of experience in training, enablement, or learning & development
At least 2 years in a leadership or people management capacity
Proven ability to design, scale, and measure learning programs that improve performance in customer experience, support, or operations environments
Skilled facilitator with strong written and verbal communication abilities
Strong analytical mindset and experience using data to inform training strategies and track progress against KPIs
Highly organized and self-directed, with a track record of delivering high-quality work in fast-paced and dynamic environments
Experience collaborating cross-functionally with operations, QA, and product teams
Deep passion for empowering frontline teams and driving member experience through effective education
Strong commitment to embracing and leveraging AI tools in day-to-day tasks

Job Responsibility

Own and execute the Learning & Training roadmap for Membership Services, aligning with operational goals and driving measurable improvements in key performance indicators such as time-to-proficiency, QA scores, CSAT, and reopen rates
Lead and develop a high-performing team of global Training Specialists, establishing clear team rhythms, role clarity, and growth paths that foster both team effectiveness and professional development
Design and scale onboarding programs and continuous learning experiences that are globally consistent, role-specific, and deeply aligned with member-centric service delivery
Partner cross-functionally with MS Operations, QA, and Knowledge Management to translate performance data into impactful, timely training interventions
Launch and expand continuing education initiatives, including refreshers, microlearning, and on-demand training, to support upskilling and adaptability
Collaborate with internal stakeholders to ensure new processes, tools, and product launches are supported with clear and engaging training experiences
Lead the quarterly reporting of L&T’s business impact and training effectiveness, proactively identifying areas of improvement and scalability across shifts and regions
Champion a culture of continuous learning and excellence within Membership Services

What we offer

equity
benefits

Fulltime

Senior Market Manager

As a Senior Market Manager, you will play a crucial role in the retention, growt...

Location

United States , Arizona

Salary:

139000.00 - 163000.00 USD / Year

Airbnb

Expiration Date

Until further notice

Requirements

8+ years of experience in new sales, account management, and partner support
Proficient quantitative skills and proven ability to interpret and apply data
Ability to work at both strategic and tactical levels, with a proven track record to execute in ambiguous environments
Proven experience working cross-functionally
Excellent communication and presentation skills and the ability to communicate effectively with clients via phone, email, and in-person
Charismatic self-starter who is resourceful and self-sufficient, paired with strong time management and prioritization skills
Highly proficient in using CRM software, specifically in working with leads, opportunities, and other core objects - Salesforce experience is a plus
Based in Arizona, and must be willing to regularly travel to your assigned territory. Typical expectation would be once every quarter
Passion for Airbnb, travel, and the sharing economy - being an Airbnb host is a plus

Job Responsibility

Build, manage and expand partner relationships within your territory, aiming to surpass quarterly sales targets
Conduct regular optimization calls and business reviews with partners
Implement strategies to effectively manage and optimize strategic partnerships
Prospect and onboard new, high-quality supply within your assigned geography
Educate clients on all significant product updates and cascade feedback on product and public policy to the relevant internal stakeholders
Leverage data to identify and pursue strategic growth opportunities
Use an entrepreneurial approach to develop and implement unique engagement projects
Work cross-functionally with teams such as product, communications, public policy, legal, tax and customer support
Acquire comprehensive knowledge of local market trends to inform both internal and external stakeholders
Understand the technical aspects of software partnerships to offer comprehensive support

What we offer

bonus
equity
benefits
Employee Travel Credits

Fulltime

Senior Program Manager - Customer Education

Airtable

Location:
United States

Category:
Education

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
December 05, 2025

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