Customer Experience Program Manager

We are open to remote candidates in the United States with a preference for those able to work in the Pacific Time Zone 

How you can help make a better world of work

As Culture Amp as a business and our Customer Success, Support & Experience team grow, we want to continuously improve and evolve how we help our customers create a better world of work at their organizations. 

We’re looking for someone to create and evolve the programmatic elements of our customer journey to ensure our model drives value realization for our customers and helps Culture Amp grow and scale for the future. This role will be highly cross-functional, partnering with our Service Design team as we iterate on our product and our service, and collaborating deeply with CS leaders to drive improvements to our service delivery model. 

As part of the Customer Experience team, you will: 

• Partner with our Product Group’s Service Design team to evolve how our Customer and Product Groups co-create the customer experience
• Program manage improvements to our service model in partnership with our Customer Success, Support, and Experience leaders
• Determine how our CS tech stack supports our Customer Success team in delivering the customer journey
• Set standards for the delivery of our service model across our tiers of Customer Success
• Partner with CS directors, mentors, Revenue Ops and CS Enablement to design ways to ensure the service model is being delivered to those standards in region
• Collect and analyze Camper and customer feedback to inform strategy and decision-making

What you'll need to be successful: 

• Demonstrated experience in a program management or Customer Success team leader role in a SaaS environment
• Track record of working with Customer Success leadership to align different perspectives, identify challenges, and design effective solutions
• The ability to design and maintain a complex customer experience that includes both tooling and live interventions from Customer Success
• The ability to identify hypotheses, design experiments, and assess their effectiveness in driving customer outcomes 
• You know how to lead complex projects from start to finish and measure your success
• You excel at creating clear and impactful communications, both internally and externally

You are:

• Passionate about working in a Culture First environment and bringing that dynamic to customers
• Curious and empathetic about our customers’ use cases and needs
• Able to operate autonomously and make decisions confidently
• Resilient and adaptable to change

What we offer

Culture Amp really practices what we preach. We are extremely proud of the Culture we have built, but don't just take our word for it, our Glassdoor reviews speak for themselves! 

We want every Camper to feel at home and do their best work at Culture Amp, so we have 4 values that we live by, take a read, and if this sounds like the environment for you, please apply! 

We have a strong commitment to Anti-Racism, and we believe in leading through example. Every step we make as a business towards anti-racism is another step we can support our customers in making a better world of work. You can see our current commitments to Anti-Racism here.

But that’s not all! 

• Flexible working hours - in this (please don't say unprecedented again!) time, make your work schedule work for you
• 14 weeks parental leave at full pay for primary carers and 4 weeks for secondary carers
• MacBooks for all!
• Options - it’s important to us that everyone is an owner and can share in our success.
• Fun and inclusive digital, and in-person events

Most importantly. An opportunity to really make a difference in people’s lives.

Please keep reading...

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.