CX Services Program Manager

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a CX Services Program Manager in the United Kingdom.

This role sits at the intersection of service design, customer experience, and cross-functional program leadership, shaping how enterprise customers progress from onboarding to deep product adoption. You will be responsible for designing and optimizing scalable customer experience services across multiple delivery motions, ensuring customers achieve measurable value at every stage of their journey. Working in a highly collaborative, remote-first environment, you will partner with product, engineering, customer success, and professional services teams to define structured frameworks and enablement programs. The role is both strategic and operational, requiring strong systems thinking and the ability to translate insights into actionable service improvements. You will also act as a key driver of consistency across customer journeys, ensuring alignment between tools, teams, and outcomes. This is an opportunity to influence large-scale customer success strategies while operating at the core of a fast-evolving digital product ecosystem.

You will own the design, development, and continuous improvement of end-to-end customer experience service offerings, ensuring alignment across all customer touchpoints and delivery motions. You will define structured frameworks that guide how customers engage, adopt, and expand usage of products and services.

• Design and manage the full lifecycle of customer experience service offerings, including definition, documentation, and continuous optimization to improve customer outcomes.
• Map and refine end-to-end customer journeys across onboarding, adoption, expansion, and renewal, ensuring consistency across all service channels.
• Define measurable success criteria and value outcomes for each service offering, ensuring performance can be tracked and improved over time.
• Act as the product owner for internal tooling requirements, collaborating with engineering teams to define needs, manage backlogs, and validate solutions.
• Partner with cross-functional teams including customer success, professional services, and product to translate field insights into scalable service improvements.
• Develop and maintain enablement materials such as playbooks, training content, and guidance to support internal customer-facing teams.
• Track and analyze service performance metrics to identify gaps, optimize delivery, and drive continuous improvement across the portfolio.

Requirements

You bring strong experience in customer success, professional services, solutions architecture, or product/program management within SaaS or enterprise environments. You are comfortable operating across technical and non-technical stakeholders and have a proven ability to design scalable service frameworks.

• 7+ years of experience in professional services, customer success, solutions architecture, or product/program management in a SaaS environment.
• Demonstrated experience designing or managing service offerings, including defining scope, structure, and delivery frameworks.
• Strong understanding of enterprise software environments such as DevOps, application development, security, or related domains.
• Ability to translate complex technical concepts into structured, scalable customer-facing services and enablement materials.
• Experience working with cross-functional global teams in remote or distributed environments.
• Strong analytical and communication skills, with the ability to influence stakeholders at all levels, including senior leadership.
• Commercial awareness of service packaging, pricing models, and enterprise value delivery.
• Strong written communication skills with the ability to produce clear documentation, requirements, and executive-level summaries.

Benefits

• Fully remote working model with flexibility across the United Kingdom
• Competitive compensation package with long-term incentive opportunities
• Equity participation and financial benefits aligned with company performance
• Flexible paid time off to support work-life balance
• Parental leave and family-friendly policies
• Learning and development support, including professional growth funding
• Health and wellbeing benefits depending on location
• Home office support to enable remote productivity