Program Manager, Customer Experience

Sprinto; India; Remote; INR 800,000 - 1,500,000; Full time

Benefits offered by this job

100% remote work

Generous co-working allowance

Annual learning stipend

Unlimited paid leave

Comprehensive health insurance

Job summary

A B2B SaaS company is seeking a Program Manager for Customer Experience to build and scale programs enhancing the customer journey. This role entails managing enterprise customer deployments and improving overall experience by identifying friction and creating structured programs across functions. Applicants should have 2-5 years' experience in Program Management, excellent stakeholder management skills, and fluency in data analysis tools. The position offers a fully remote work environment and attractive benefits.

Qualifications

• 2–5 years in Program Management or similar role in B2B SaaS.
• Proven experience leading complex initiatives with measurable outcomes.
• Strong operator mindset and excellent communication skills.

Responsibilities

• Identify friction across the customer journey and translate into measurable programs.
• Own project management for key enterprise customer deployments.
• Lead cross-functional initiatives from charter to adoption.

Skills

Program Management

Stakeholder Management

Data Fluency

Project Management

Change Management

Tools

Excel

Google Sheets

SQL

HubSpot

Salesforce

Jira

Asana

Job description

Program Manager, Customer Experience

The Program Manager, Customer Experience will build and scale programs that make Sprinto's customer journey more predictable, efficient, and valuable, by identifying friction across handoffs, onboarding, implementation, adoption, support, renewal, and expansion, and turning these into cross‑functional programs with clear owners, operating cadence, metrics, and measurable business impact. In parallel, you will directly own deployments for some of our largest enterprise customers, acting as the project lead to drive successful onboarding and time‑to‑value, while using these engagements as a ground‑level lens into customer challenges to inform scalable systems, playbooks, and improvements. This is a high‑ownership IC role for someone who combines strong stakeholder management, structured execution, data fluency, and customer empathy, and can move seamlessly between delivering outcomes for individual customers and improving the overall customer experience at scale.

Key Responsibilities

• Identify friction across the customer journey — using both data and firsthand experience from enterprise deployments — and translate it into scoped, measurable CX programs.
• Own end‑to‑end project management for deployments of key enterprise customers, driving onboarding, implementation, and time‑to‑value.
• Lead cross‑functional CX initiatives from charter to launch to adoption (e.g., onboarding redesign, SLAs, support routing, QBRs, health scoring, AI workflows).
• Build and run program structures: plans, governance cadences, risk tracking, decision frameworks, and launch readiness.
• Align Sales, Solutions, CS, Support, Product, Engineering, and Ops on ownership, tooling, and execution.
• Define and track program success through dashboards, business reviews, and KPI frameworks tied to customer outcomes.
• Convert repeat customer scenarios into standardized playbooks, documentation, and enablement assets.
• Prioritise improvements using customer feedback, onboarding data, support signals, and deployment learnings.
• Drive adoption of new processes and systems through strong change management.
• Provide leadership with clear updates, trade‑offs, and visibility into progress, risks, and blockers.

Required Skills & Competencies

• 2–5 years in Program Management, Customer Success Operations, Service Delivery, Implementations, Business Operations, or a similar cross‑functional role in B2B SaaS.
• Proven experience leading complex initiatives with multiple stakeholders, competing priorities, and measurable business outcomes.
• Strong operator mindset: able to move from ambiguous problem statement to charter, milestones, owners, metrics, and launch plan.
• Excellent written, verbal, and executive communication skills; comfortable presenting to senior stakeholders and working teams alike.
• Data fluency with Excel / Google Sheets and strong comfort with dashboards, KPI design, and operational analysis; SQL / BI skills are a plus.
• Experience improving customer lifecycle motions such as onboarding, adoption, support, renewals, handoffs, or enablement.
• High ownership and change‑management capability: can influence without formal authority and drive adoption across teams.

Good to Have

• Experience in Customer Experience, Customer Success, RevOps, or post‑sales functions of a high‑growth SaaS company.
• Exposure to CRM / CX / support / project systems such as HubSpot or Salesforce, Gainsight / Totango / Planhat, Jira / Asana, Zendesk / Freshdesk, and BI tools.
• Background in security, compliance, IT operations, or another domain with structured workflows and heavy cross‑functional coordination.
• Formal program or project management training/certifications are good to have, but not required.

Benefits

• 100% remote; work wherever you want.
• Generous annual allowance for co‑working (up to INR 14,000).
• Annual learning stipend of USD 1,000.
• Unlimited paid leave.
• Health insurance coverage up to INR 10 lakh, accident protection up to INR 10 lakh, and life insurance worth 3× annual salary.
• Workspace setup stipend of INR 35,000.

Inclusion & Diversity

Sprinto is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, gender, sexual orientation, age, disability, or any other protected status. You are welcome at Sprinto for who you are, and we encourage you to bring your complete selves to work. Our culture is built on the strength of diverse thinking — when people with different perspectives, ideas, and ways of solving problems come together, it fuels collaboration and accelerates our mission.

At Sprinto, we are passionate about inclusivity and making sure our entire recruitment process is accessible to everyone. Please share your request for reasonable accommodations at any stage of the application or interview process; we want to ensure everyone feels heard and seen.