Team Lead, Customer Programs

What You'll Do: 

• Run the post-sales operating rhythm: OKR and goal planning, weekly priorities, quarterly planning, business reviews, and leadership follow-through across onboarding, scaled CS, mid-market CS, enterprise CS, renewals, technical support, and CS operations
• Drive cross-functional programs from idea to adoption: partner with CS, Product, Engineering, RevOps, Finance, and Sales on initiatives tied to onboarding, retention, renewal execution, expansion readiness, and customer experience
• Turn signals into action: work with CS Ops to convert health, renewal, and adoption signals into programs, manager routines, field motions, and team workflows
• Build AI into core CS workflows: create agents, templates, lightweight tools, and workflow improvements that reduce manual work across meeting prep, account handoffs, risk reviews, customer follow-up, internal reporting, and process QA
• Operationalize playbooks that stick: partner with CS Ops and team leads on process design, then own rollout, training, adoption tracking, and continuous improvement
• Own executive program visibility: maintain clear milestones, owners, blockers, decisions, risks, and updates for the VP of Customer Success and senior cross-functional partners
• Remove operational drag: find the recurring work slowing the team down, then simplify it, automate it, or turn it into a clear process

What We're Looking For:

• 6-8+ years in technical program management, business operations, customer operations, strategy and operations, or a similar operator role with direct ownership of complex cross-functional programs
• Experience running operational programs across senior stakeholders in Product, Engineering, GTM, Finance, or executive operations
• Experience owning OKR, goal-planning, or operating cadence for a team or function, with a track record of making planning translate into execution
• Hands-on AI fluency. You use AI tools daily, have built agentic workflows or lightweight internal tools, and know how to turn manual processes into systems that save teams real time
• Strong operator judgment. You can take an ambiguous problem, identify the real decision, sequence the work, and keep the right people moving
• Influence without authority. You bring teams along, drive adoption, and make new processes stick across people who do not report to you
• Clear executive communication: crisp docs, tight updates, clean decision logs, and the ability to tell leadership what is happening, why it matters, and what needs to happen next

Preferred Qualifications:

• Experience in BizOps, Strategy and Operations, technical program management, executive operations, or another operating role where breadth and ownership mattered
• Experience in high-growth SaaS, especially a consumption-based or usage-based business where adoption depth drives revenue
• Background supporting Customer Success, Support, Onboarding, Renewals, or post-sales operations
• Background in legal technology, AI products, or professional services SaaS
• Experience building internal AI tools, agents, automations, or operating systems for a team
• Comfort operating close to an executive without waiting for detailed instructions