Program Manager, Customer Experience in India at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Program Manager, Customer Experience in India.

In this role, you will be responsible for shaping and scaling the end-to-end customer journey by identifying friction points and transforming them into structured, measurable programs that improve onboarding, adoption, support, renewals, and expansion outcomes. You will operate at the intersection of execution and strategy, combining hands-on ownership of enterprise customer deployments with broader CX program design. This is a high-impact position where your work directly influences customer time-to-value and long-term satisfaction. You will collaborate closely with Sales, Customer Success, Product, Engineering, and Support teams to align execution and drive consistency across the lifecycle. The environment is fast-paced, cross-functional, and highly data-driven, requiring both strong operational discipline and customer empathy. You will also use real customer deployments as a feedback loop to continuously improve scalable processes and playbooks.

• Identify friction points across the customer journey and convert them into structured, measurable CX programs with clear ownership, KPIs, and execution frameworks.
• Own end-to-end delivery of enterprise customer deployments, ensuring successful onboarding, implementation, and accelerated time-to-value.
• Lead cross-functional initiatives across onboarding, adoption, support, renewals, and customer health, ensuring alignment across all stakeholders.
• Build and manage program governance, including cadences, risk tracking, dashboards, and decision-making frameworks.
• Define success metrics and performance dashboards to measure customer outcomes and program effectiveness.
• Standardize repeatable customer processes into scalable playbooks, documentation, and enablement materials.
• Drive adoption of new systems and processes through structured change management and stakeholder engagement.

• 2–5 years of experience in Program Management, Customer Success Operations, Implementations, Service Delivery, or Business Operations in a B2B SaaS environment.
• Proven ability to manage complex, cross-functional initiatives with measurable outcomes and multiple stakeholders.
• Strong execution mindset with the ability to structure ambiguous problems into clear plans, milestones, and deliverables.
• Excellent communication skills with experience engaging both executive stakeholders and operational teams.
• Strong analytical and data skills with proficiency in Excel or Google Sheets; familiarity with dashboards and KPI design is highly desirable.
• Experience working across customer lifecycle motions such as onboarding, adoption, renewals, or support transformation.
• Ability to influence without authority and drive alignment across diverse teams.

• Fully remote work environment with flexibility to work from anywhere
• Co-working allowance to support flexible work preferences
• Annual learning and development budget to support professional growth
• Unlimited leave policy for better work-life balance
• Comprehensive health insurance coverage for employees and families
• Accident and life insurance coverage for financial security
• Home office setup allowance to create a comfortable workspace
• Inclusive, diverse, and collaborative work culture