Program Manager, Customer Experience

Sprinto
India
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 2-5 yearsSkills: ["Communication","Leadership","Stakeholder management","Change management","Problem-solving"]

Drive end-to-end program management for customer experience in a B2B SaaS environment, owning deployments for large enterprise customers, and leading cross-functional CX initiatives. Build scalable playbooks, dashboards, and KPI frameworks to improve onboarding, adoption, support, renewals, and time-to-value while aligning Sales, Solutions, CS, Support, Product, Engineering, and Ops.

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FursaFursa
Sprinto
Sprinto
3 months ago

Program Manager, Customer Experience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Drive end-to-end program management for customer experience in a B2B SaaS environment, owning deployments for large enterprise customers, and leading cross-functional CX initiatives. Build scalable playbooks, dashboards, and KPI frameworks to improve onboarding, adoption, support, renewals, and time-to-value while aligning Sales, Solutions, CS, Support, Product, Engineering, and Ops.
Location: India
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Identify friction across the customer journey — using 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.

Pay and Benefits

Perks:Remote WorkLearning BudgetUnlimited LeaveHealth InsuranceWorkspace Stipend

Key Requirements

  • •2-5 years in Program Management, Customer Success Operations, Service Delivery, Implementations, Business Operations, or a similar cross-functional role in B2B SaaS.
Experience:2-5 yearsSaaSB2B
Skills:CommunicationLeadershipStakeholder managementChange managementProblem-solving
Tech Stack:HubSpotSalesforceGainsightTotangoPlanhatJiraAsanaZendeskFreshdeskExcelSQLBI

Company Brief

Sprinto
Provides automated compliance and security assurance platform to help SaaS companies achieve and maintain certifications like SOC 2, ISO 27001, and GDPR through continuous evidence collection, control orchestration, and audit readiness.
Industry: RegTech
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Mumbai, India
Founded: 2019
WebsiteLinkedIn