Sr. Customer Success Transformation & Strategic Programs Manager

Overview We are seeking a Sr. Customer Success Transformation & Strategic Programs Manager to help accelerate the evolution of our Customer Success organization. This role will drive strategic transformation initiatives that improve how CS operates, leveraging AI, automation, data, and emerging technologies to increase productivity, scale customer engagement, and deliver better business and customer outcomes. We are looking for a strategic problem solver, transformation leader, and builder who can translate complex business challenges into practical solutions. This person will work across Customer Success, Operations, Product, Engineering, and Data to identify opportunities, redesign workflows, shape requirements, and bring new capabilities and programs to life. This is a business transformation role, not an AI engineering position. The opportunity is to rethink how Customer Success operates, using technology and innovation to create more intelligent, scalable, and effective ways of working. Who you are: You are a transformation leader, strategic problem solver, and builder who sees technology as an opportunity to fundamentally rethink how business operates You bring to the team: Deep understanding of Customer Success, SaaS, and GTM operating models. Strong applied-AI fluency and a point of view on how AI will reshape Customer Success. A builder's mentality with an operator's discipline—comfortable experimenting and prototyping, while accountable for getting solutions ado