Principal Program Manager, Customer Success Enablement

MeridianLink
United States
Workplace: RemoteFull timeUSD 126,000 - 214,900 annuallyFunction: Customer Success & Account ManagementExperience: 8-10 yearsEducation: bachelorsSkills: ["Communication","Presentation","Stakeholder management","Executive influence","Test-and-learn mindset"]

Own enterprise-scale programs for Customer Success Enablement, driving AI-enabled process transformation across Client Support. Improve efficiency, response times, case resolution quality, and outcomes through cross-functional planning, analytics, and executive-ready dashboards. Partner with CX Operations, Engineering/IT, Sales, and CAP to design workflow optimizations for at-risk customers. Lead end-to-end projects from scoping and resourcing through execution tracking and sustained adoption.

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FursaFursa
MeridianLink
MeridianLink
2 days ago

Principal Program Manager, Customer Success Enablement

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Last checked: 14 hours agoStatus: Live

Job Summary

Own enterprise-scale programs for Customer Success Enablement, driving AI-enabled process transformation across Client Support. Improve efficiency, response times, case resolution quality, and outcomes through cross-functional planning, analytics, and executive-ready dashboards. Partner with CX Operations, Engineering/IT, Sales, and CAP to design workflow optimizations for at-risk customers. Lead end-to-end projects from scoping and resourcing through execution tracking and sustained adoption.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Streamline workflows and improve handoffs across the customer lifecycle with CX Ops, Client Support, Sales, Engineering, CAP, and executives.
  • •Optimize Client Support operations for at-risk customers using a data-led business analyst approach.
  • •Lead internal and external business reviews to produce corrective action plans that improve customer experience across the journey.
  • •Design and implement AI-powered workflows, automation, and tooling to improve efficiency, response times, and resolution quality.
  • •Manage end-to-end program delivery and track measurable impact using KPIs via executive-ready dashboards and reports.

Pay and Benefits

Salary: USD 126,000 - 214,900 annually

Key Requirements

  • •Bachelor’s degree in Business, Analytics, or related field, or equivalent experience; PMP or similar certification preferred.
  • •8-10 years of experience in Program Management, Project Management, Business Operations, or Business Analysis; experience supporting Client Support/CX Operations/Sales a plus.
  • •Ability to operate effectively in fast-paced environments with ambiguity, competing priorities, and high autonomy.
  • •Demonstrated experience implementing AI tools, automation, or technology-enabled process improvements; hands-on Claude (or similar) preferred.
  • •Advanced proficiency with Microsoft Office Suite (PowerPoint), Salesforce, and Salesforce Service Cloud; strong analytical skills including SQL and Excel.
Experience:8-10 yearsSaaSCustomer successCustomer supportAI
Education:Bachelor's in Business, Analytics, or a related field
Skills:CommunicationPresentationStakeholder managementExecutive influenceTest-and-learn mindset
Certifications:PMP
Tech Stack:Microsoft Office SuitePowerPointSalesforceSalesforce Service CloudSQLExcelDatabricksSigmaClaude

Company Brief

MeridianLink
Provides cloud-based digital lending, account opening, background screening, and data verification platforms for financial institutions and consumer reporting agencies, enabling automation, compliance, and data-driven decisioning.
Industry: Fintech Infrastructure
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Valuation: Unicorn (USD 1B+)
Funding: Private Equity Backed
Headquarters: Irvine, United States
Founded: 1998
Glassdoor
Glassdoor: 3.1
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