Senior Program Manager - Customer Education Job at Airtable

Senior Program Manager, Digital Customer Success

The Senior Program Manager, Digital Customer Success will join our rapidly growi...

Location

United States , San Francisco

Salary:

153000.00 - 182750.00 USD / Year

Intercom

Expiration Date

Until further notice

Requirements

8+ years of experience in Customer Experience, Customer Success, Success/Sales/ Market Ops, or Support in B2B SaaS companies
3+ years of experience in a customer facing role, ideally quota carrying, such as sales, success, solutions engineering, or paid support
3+ years of experience building digital first, multi-channel customer engagement programs with a proven track record of improved activations, adoption and customer retention
Experience working with GTM field teams and designing “signals”/escalation points for low touch or high touch human engagement
Ability to run complex, simultaneous, cross-functional initiatives
Ability to convert a futuristic vision into strategically executable projects and tactical action plans with measurable results
Experience leveraging customer and user engagement platforms like (Intercom, CSPs, Pendo, Groove, Marketo, etc.)
Strong analytical and program management skills with an aptitude for working with data
Expertise identifying trends through data analysis and turning insights into actionable outcomes
Experience with Tableau, Looker, Power BI

Job Responsibility

Responsible for the success and retention of our Digital segment of customers - tracking towards GRR and other product adoption goals
Inspect the segment, identify/evaluate trends, propose and build out solutions, all with the goal of influencing customer retention and product adoption
Leverage our tech stack & data insights to build personalized, targeted, omni-channel experiences that support customers throughout their journey and drive towards their desired business outcomes
Leverage data and customer research insights to identify and build “signals”/key points of friction or opportunity where it would be valuable to have an entry point to a low touch or high touch motion
Gain a deep understanding of our customers using research, interviews and data analysis to improve their experience and remove points of friction
Collaborate and align cross-functionally to develop innovative and creative ways of engaging with our customers across multiple channels and surfaces - email, in-product, webinars, Academy, community, etc
Collaborate with customer lifecycle marketing, growth, and other key experience teams to build out a holistic customer experience
Work with our Scaled & High Touch partners to bring digital engagements to their customers, optimizing coverage across their books of business
Inform our Customer Education Content roadmap and collaborate with our learning experience designers to create new content for customers
Collaborate with our other key programs such as voice of customer, enterprise community, and scale community

What we offer

Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded
Flexible paid time off policy
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family
All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs)

Fulltime

Senior Program Manager, Digital Customer Success

The Senior Program Manager, Digital Customer Success will join our rapidly growi...

Location

United States , Chicago

Salary:

137700.00 - 164475.00 USD / Year

Intercom

Expiration Date

Until further notice

Requirements

8+ years of experience in Customer Experience, Customer Success, Success/Sales/ Market Ops, or Support in B2B SaaS companies
3+ years of experience in a customer facing role, ideally quota carrying, such as sales, success, solutions engineering, or paid support
3+ years of experience building digital first, multi-channel customer engagement programs with a proven track record of improved activations, adoption and customer retention
Experience working with GTM field teams and designing “signals”/escalation points for low touch or high touch human engagement
Ability to run complex, simultaneous, cross-functional initiatives
Ability to convert a futuristic vision into strategically executable projects and tactical action plans with measurable results
Experience leveraging customer and user engagement platforms like (Intercom, CSPs, Pendo, Groove, Marketo, etc.)
Strong analytical and program management skills with an aptitude for working with data
Expertise identifying trends through data analysis and turning insights into actionable outcomes
Experience with Tableau, Looker, Power BI

Job Responsibility

Responsible for the success and retention of our Digital segment of customers - tracking towards GRR and other product adoption goals
Inspecting the segment, identifying/evaluating trends, proposing and building out solutions, all with the goal of influencing customer retention and product adoption
Leveraging our tech stack & data insights to build personalized, targeted, omni-channel experiences that support customers throughout their journey and drive towards their desired business outcomes
Leveraging data and customer research insights to identify and build “signals”/key points of friction or opportunity where it would be valuable to have an entry point to a low touch or high touch motion
Gaining a deep understanding of our customers using research, interviews and data analysis to improve their experience and remove points of friction
Collaborating and aligning cross-functionally to develop innovative and creative ways of engaging with our customers across multiple channels and surfaces - email, in-product, webinars, Academy, community, etc
Collaborating with customer lifecycle marketing, growth, and other key experience teams to build out a holistic customer experience
Working with our Scaled & High Touch partners to bring digital engagements to their customers, optimizing coverage across their books of business
Informing our Customer Education Content roadmap and collaborating with our learning experience designers to create new content for customers
Collaborating with our other key programs such as voice of customer, enterprise community, and scale community

What we offer

Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded!
Flexible paid time off policy
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family!

Fulltime

Senior Customer Success Manager

With very limited direction, the Senior Customer Success Manager delivers post-s...

Location

United States , Los Angeles

Salary:

119000.00 - 149000.00 USD / Year

BlackLine

Expiration Date

Until further notice

Requirements

Bachelor's degree in Accounting, Economics or Business Administration Master of Business Administration or equivalent
6 Years Customer facing experience (internal or external)
Demonstrate natural strong presentation skills natural comfortable passion for presenting
Ability to deal with changing priorities and high-pressure situations with poise diplomacy and tact
Highly process-oriented mindset, with a love of telling stories with data
Prioritization and time management skills
Strong verbal and written professional communication
Updated knowledge of current accounting practices and changes in the industry
Strong interpersonal and consultative skills and proven results building relationships working as a Trusted Advisor to drive business value for customers.

Job Responsibility

Deliver on Customer Success program strategy specifically associated with BlackLine onboarded customer as it relates to assigned customers
Track, validate, and provide feedback to AM team to ensure the customer moves through the entire BlackLine journey after initial contract implementation
Deliver actionable advice, coaching and expertise regarding the features and usage of BlackLine's solutions to increase product adoption and to assist the Account Management team in license expansion
Expertly educate clients on existing and new product features and functionality, and how it can contribute to their business objectives
Perform Success Planning activities (Business Reviews, Success Reviews and Success Path creation) for onboarded clients to ensure BlackLine understands their corporate goals and objectives and the client understands their usage and the path forward to gain more efficiency with the solutions
Continually communicate BlackLine value to customer through the entire customer journey
Work as a team with sales executives and other departments on account planning focused on account expansion, reduction of license and product adoption whitespace, increased customer sentiment, and reduced churn risk
Perform effective, Success Reviews, Business Reviews, Success Reviews, customer advocacy activities, solution coaching and other adoption deliverables via webcasts, teleconferences and/or onsite visits
Address assigned client activities' impact on BlackLine and provide best practices. Includes, but not limited to organizational changes, global rollout, and ERP changes. Ensure ERP changes that result in risk of churn or attrition is document
Keep current on all BlackLine solutions, including detailed product functionality and its proper use

What we offer

short-term and long-term incentive programs
robust offering of benefit and wellness plans

Fulltime

Senior Customer Success Manager

With very limited direction, the Senior Customer Success Manager delivers post-s...

Location

United States , Washington

Salary:

112000.00 - 140000.00 USD / Year

BlackLine

Expiration Date

Until further notice

Requirements

Bachelor's degree in Accounting, Economics or Business Administration Master of Business Administration or equivalent
6 Years Customer facing experience (internal or external)
Demonstrate natural strong presentation skills natural comfortable passion for presenting
Ability to deal with changing priorities and high-pressure situations with poise diplomacy and tact
Highly process-oriented mindset, with a love of telling stories with data
Prioritization and time management skills
Strong verbal and written professional communication
Updated knowledge of current accounting practices and changes in the industry
Strong interpersonal and consultative skills and proven results building relationships working as a Trusted Advisor to drive business value for customers.

Job Responsibility

Deliver on Customer Success program strategy specifically associated with BlackLine onboarded customer as it relates to assigned customers
Track, validate, and provide feedback to AM team to ensure the customer moves through the entire BlackLine journey after initial contract implementation
Deliver actionable advice, coaching and expertise regarding the features and usage of BlackLine's solutions to increase product adoption and to assist the Account Management team in license expansion
Expertly educate clients on existing and new product features and functionality, and how it can contribute to their business objectives
Perform Success Planning activities (Business Reviews, Success Reviews and Success Path creation) for onboarded clients to ensure BlackLine understands their corporate goals and objectives and the client understands their usage and the path forward to gain more efficiency with the solutions
Continually communicate BlackLine value to customer through the entire customer journey
Work as a team with sales executives and other departments on account planning focused on account expansion, reduction of license and product adoption whitespace, increased customer sentiment, and reduced churn risk
Perform effective, Success Reviews, Business Reviews, Success Reviews, customer advocacy activities, solution coaching and other adoption deliverables via webcasts, teleconferences and/or onsite visits
Address assigned client activities' impact on BlackLine and provide best practices
Keep current on all BlackLine solutions, including detailed product functionality and its proper use

What we offer

short-term and long-term incentive programs, based on eligibility, along with a robust offering of benefit and wellness plans

Fulltime

Apprenticeship Program Manager

For more than 25 years RK has grown and advanced skilled trades talent. Not just...

Location

United States , Denver

Salary:

90000.00 - 105000.00 USD / Year

RK Mechanical, Inc.

Expiration Date

Until further notice

Requirements

Bachelor’s degree in field with 3-5 years of related work experience
Must be highly detail-oriented, motivated, proactive, and able to meet deadlines
Able to plan, prioritize and complete tasks with minimum supervision
Outstanding interpersonal, communications, customer service skills, organizational skills and a positive attitude focused on solutions
Strong analytical skills
Ability to build strong relationships
Experience working with multiple stakeholders including government, education and private sector and adept at synthesizing inputs from various stakeholders
Proven ability to successfully plan, organize, implement, and manage obstacles to drives the successful completion of projects
Adaptability and ability to work in a dynamic environment where requirements shift to meet changing business needs
Strong organization, time and project management skills and multi-tasking abilities

Job Responsibility

Assess and elevate program efficiency and effectiveness through documentation, system and process improvements
Define program resource needs, determine training requirements and timelines
Deploy best-in-class practices for measuring and increasing apprenticeship engagement
Directs and communicates learning requirements, program processes, initiatives and collaborates with all stakeholders, including Instructors to ensure all requirements are met
Provides coaching and guidance to Instructors to ensure high quality standards for the apprenticeship audience
Support apprentices while in training, including communication with training partners and instructors regarding apprentice performance
Identify and participate in events that support apprentice outreach, recruitment, and retention
Keep apprentice and company data updated in all relevant systems, analyze apprenticeship data
distribute and track apprentice program
Coordinate apprentice orientations and events, including preparation of materials

What we offer

competitive benefits to support your growth and well-being
hands-on training and development opportunities that empower employees to advance their careers and grow within the company, to include leadership and technical learning opportunities, we well as our accredited apprentice program

Fulltime

Senior Account Manager, Curio Science

As our Senior Account Manager, Curio Science, you will oversee the operations, i...

Location

United States

Salary:

90000.00 - 105000.00 USD / Year

Vaniam Group

Expiration Date

Until further notice

Requirements

Bachelor’s degree
5+ years of work experience in a medical education company, healthcare communications agency, or the biotechnology/pharmaceutical industry
Technical expertise to include Outlook, Excel, PowerPoint, and other internal communication and project planning tools
Understanding of Curio Science offerings and ability to describe them to current and potential clients, faculty, and healthcare provider attendees
Prior manager experience is preferred
Strong interpersonal skills, with the ability to interact effectively and professionally at all levels within the organization, healthcare providers, and clients at all times
Ability to work collaboratively in a dynamic, virtual environment
Excellent oral and written communication skills, including the ability to provide clear direction and set expectations
Strong customer service focus
looks for the above and beyond solutions

Job Responsibility

Oversee the operations, including faculty communication and audience generation, for non-CME scientific and clinical exchange programs as they are funded
Provide a more strategic role for specific Curio agendas
Liaise between internal teams, healthcare providers, and clients where necessary in collaboration with leadership
Manage day-to-day operations of assigned accounts with minimal oversight from leadership
Oversee and provide strategy for subscribers, faculty, and products
Create and maintain project timelines, with input from internal team members
Track progress of activity against established timelines
Create scope of work for new subscriptions
Provide mentorship to account management team
Execute program plan based on working budget and manage against funding obtained

What we offer

100% remote environment with opportunities for local meetups
Positive, diverse, and supportive culture
Passionate about serving clients focused on cancer and blood diseases
Investment in you with opportunities for professional growth and personal development through Vaniam Group University
Health benefits – medical, dental, vision
Generous parental leave benefit
Focused on your financial future with a 401(k) plan and company match
Work-life balance and flexibility
Flexible time off policy for rest and relaxation
Volunteer time off for community involvement

Fulltime

Senior Partner Manager

As a Senior Partner Manager – Client Advocacy & Retention, you will serve as the...

Location

United States , Chicago

Salary:

100000.00 - 120000.00 USD / Year

MyTennisLessons

Expiration Date

Until further notice

Requirements

Prior experience in Client Success
2+ years of restaurant POS experience
2+ years of experience in Restaurant implementation or Support preferred if no prior experience in Client Success
General knowledge of restaurant operations, billing, rates/pricing, SpotOn business practices and SOPs
5+ years of experience working in Customer Service Support environment highly preferred in addition to Client Success experience
Client-Centric Leadership: Proven ability to develop long-term relationships and lead strategic conversations with executives and operations leaders
Retention Strategist: Expert level strategist with demonstrated success in preventing churn through proactive outreach, at-risk analysis, and win-back tactics
Emotional Intelligence: High EQ with a calm, composed approach during escalations and difficult conversations
ability to balance empathy with resolution
Restaurant & POS Expertise: In-depth knowledge of restaurant operations and SpotOn’s suite of POS and adjacent tools

Job Responsibility

Act as the primary retention lead across your VIP portfolio, proactively identifying at-risk accounts and executing save strategies to reduce churn
Develop and implement customer cheer campaigns, retention programs, and advocate-building initiatives that highlight the value of SpotOn’s solutions
Serve as the internal voice of the customer, translating client feedback into actionable insights for Product, Support, and Leadership
Cultivate deep, strategic relationships with decision-makers across high-value clients
position yourself as a long-term growth partner, not just a point of contact
Conduct regular Business Reviews (MBRs/QBRs) tailored to each client’s objectives, KPIs, and vertical needs
Drive upsell/cross-sell opportunities by aligning SpotOn solutions (e.g., Teamwork, Reserve, Online Ordering) to evolving client goals
Lead VIP case management via Salesforce: assign, resolve, and follow through on client issues while maintaining impeccable documentation
Coordinate multi-threaded internal support using a team-based account model—collaborating with Tier 3 Support, Product Managers, Pricing Partners, and Implementation
Provide hands-on escalation support with the ability to independently negotiate waivers, credits, and service adjustments

What we offer

company stock plan

Fulltime

Senior Partner Manager

As a Senior Partner Manager – Client Advocacy & Retention, you will serve as the...

Location

United States , Royal Oak

Salary:

75000.00 - 95000.00 USD / Year

MyTennisLessons

Expiration Date

Until further notice

Requirements

Prior experience in Client Success
2+ years of restaurant POS experience
2+ years of experience in Restaurant implementation or Support preferred if no prior experience in Client Success
General knowledge of restaurant operations, billing, rates/pricing, SpotOn business practices and SOPs
5+ years of experience working in Customer Service Support environment highly preferred in addition to Client Success experience
Client-Centric Leadership: Proven ability to develop long-term relationships and lead strategic conversations with executives and operations leaders
Retention Strategist: Expert level strategist with demonstrated success in preventing churn through proactive outreach, at-risk analysis, and win-back tactics
Emotional Intelligence: High EQ with a calm, composed approach during escalations and difficult conversations
ability to balance empathy with resolution
Restaurant & POS Expertise: In-depth knowledge of restaurant operations and SpotOn’s suite of POS and adjacent tools

Job Responsibility

Act as the primary retention lead across your VIP portfolio, proactively identifying at-risk accounts and executing save strategies to reduce churn
Develop and implement customer cheer campaigns, retention programs, and advocate-building initiatives that highlight the value of SpotOn’s solutions
Serve as the internal voice of the customer, translating client feedback into actionable insights for Product, Support, and Leadership
Cultivate deep, strategic relationships with decision-makers across high-value clients
position yourself as a long-term growth partner, not just a point of contact
Conduct regular Business Reviews (MBRs/QBRs) tailored to each client’s objectives, KPIs, and vertical needs
Drive upsell/cross-sell opportunities by aligning SpotOn solutions (e.g., Teamwork, Reserve, Online Ordering) to evolving client goals
Lead VIP case management via Salesforce: assign, resolve, and follow through on client issues while maintaining impeccable documentation
Coordinate multi-threaded internal support using a team-based account model—collaborating with Tier 3 Support, Product Managers, Pricing Partners, and Implementation
Provide hands-on escalation support with the ability to independently negotiate waivers, credits, and service adjustments

What we offer

Company stock plan

Fulltime

Senior Program Manager - Customer Education

Airtable

Location:
United States

Category:
Education

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
December 05, 2025

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