Principal Program Manager, Customer Success Enablement

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Principal Program Manager, Customer Success Enablement based in United States. The Principal Program Manager, Customer Success Enablement will lead enterprise-scale initiatives designed to transform Client Support and Customer Success operations. This highly visible role will combine program management, business analysis, AI-enabled process improvement, and strategic execution. You will identify operational inefficiencies, improve customer journeys, and develop data-driven strategies for at-risk customers. Working across Client Support, CX Operations, Sales, Engineering/IT, and executive leadership, you will turn complex challenges into scalable solutions. The role offers significant autonomy and the opportunity to build new programs, workflows, dashboards, and enablement resources from the ground up. You will use AI, automation, analytics, and technology to improve efficiency, response times, resolution quality, and customer outcomes. This is an entrepreneurial environment suited to a strategic problem solver who is comfortable with ambiguity and influencing without direct authority. Lead enterprise-scale Customer Success and Client Support programs from strategy and scoping through execution, adoption, measurement, and continuous improvement. Partner with CX Operations, Client Support, Sales, Engineering/IT, and executive stakeholders to streamline workflows, improve handoffs, and strengthen the customer lifecycle. Develop data-driven engagement strategies for at-risk customers, identifying root causes and targeted interventions to improve retention and customer outcomes. Lead internal and, when appropriate, external business reviews, translating operational findings into corrective action plans and measurable improvements. Design and implement AI-powered workflows, automation, and technology solutions that improve support efficiency, response times, resolution quality, and team productivity. Analyze support volumes, ticket trends, customer satisfaction, operational metrics, and other performance data to identify opportunities and quantify business impact. Build and maintain executive-ready dashboards and reporting that track KPIs, process improvements, AI initiatives, ROI, and customer outcomes. Develop project plans, timelines, resource requirements, stakeholder communications, and execution tracking for strategic initiatives. Create SOPs, documentation, enablement materials, and training resources that support successful workflow implementation and sustained adoption. Provide strategic thought leadership to Customer Success executives, bringing a test-and-learn mindset, creative problem solving, and structured analysis to ambiguous business challenges. Requirements: Bachelor’s degree in Business, Analytics, or a related discipline, or an equivalent combination of education and experience; PMP or a similar project management certification is preferred. 8–10 years of experience in program management, project management, business operations, business analysis, or a related analytical function; experience supporting Client Support, Customer Experience Operations, or Sales organizations is a plus. Demonstrated ability to operate independently in fast-paced, evolving environments with ambiguity, competing priorities, and significant autonomy. Proven experience implementing AI tools, automation, or technology-enabled process improvements; hands-on experience with Claude or comparable AI tools is preferred. Advanced proficiency with Microsoft Office, particularly PowerPoint for executive-level presentations, as well as Salesforce and Salesforce Service Cloud. Strong analytical capabilities, including SQL and Excel; experience with business intelligence platforms such as Databricks or Sigma is preferred. Excellent communication, presentation, stakeholder management, and executive engagement skills, with