Remote Customer Experience Program Lead

OneSource Virtual; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

OneSource Virtual is seeking a Customer Experience Program Manager to own the post-sale journey across all segments, translating insights into structured programs that drive adoption and revenue retention.

You'll collaborate with Sales, Product, Service Delivery and Renewals to design scalable CX programs, measure impact with metrics like NPS and CSAT, and continuously improve processes in a remote-friendly, SaaS environment.

Qualifications

• 3–5 years in a similar customer experience or program management role in SaaS/tech.
• Experience designing customer journeys across varied engagement models.
• Strong data-driven approach with metrics definition.
• Proficiency with CS/CRM tools: Planhat, Salesforce, Front.

Responsibilities

• Map, document, and maintain end-to-end customer journeys across segments.
• Design, launch, and manage CX programs from concept to rollout.
• Monitor metrics like NPS, CES, retention, and adoption to drive GRR and NRR.
• Collaborate with Sales, Product, Service Delivery, and Renewals to integrate programs.
• Represent the voice of the customer and implement feedback loops.
• Roll out changes with clear communication and SOPs.
• Stay current on CX best practices and adopt agile test-and-learn approaches.

Skills

Program management

Customer journey design

Data-driven mindset

Stakeholder communication

Tools

Planhat

Salesforce

Front

Job description

OneSource Virtual is seeking a Customer Experience Program Manager to own the post-sale journey across all segments, translating insights into structured programs that drive adoption and revenue retention.

You'll collaborate with Sales, Product, Service Delivery and Renewals to design scalable CX programs, measure impact with metrics like NPS and CSAT, and continuously improve processes in a remote-friendly, SaaS environment.