Remote Customer Experience Program Lead

OneSource Virtual

United States

Remote

USD 90,000 - 130,000

Full time

7 days ago

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Job summary

OneSource Virtual is seeking a Customer Experience Program Manager to own the design, documentation, and continual improvement of the post‑sale customer journey across all segments. This role translates insights into structured programs that drive adoption, time-to-value, and revenue retention, while ensuring every milestone is measurable.

You will partner with Sales, Product, Service Delivery, Customer Success and Renewals to integrate programs into workflows, surface customer feedback, and

Qualifications

3–5+ years in program, project, or customer experience roles in SaaS/BPaaS/tech.
Experience designing and documenting customer journeys and translating them into programs.
Strong data-driven mindset with metric definition and impact analysis.

Responsibilities

Design, document, and optimize the end-to-end customer journey across segments.
Design, launch, and manage customer experience programs with clear milestones and measures.
Monitor metrics (NPS, CES, retention, adoption) to drive GRR and NRR outcomes.
Collaborate with Sales, Product, Service Delivery, Customer Success, and Renewals teams.
Represent the voice of the customer in program design and feedback loops.
Lead change management with clear SOPs and adoption plans.
Stay current with CX best practices and apply agile iteration.

Skills

Communication

Stakeholder management

Project management

Data-driven decision making

Tools

Planhat

Salesforce

Front

Job description

You will partner with Sales, Product, Service Delivery, Customer Success and Renewals to integrate programs into workflows, surface customer feedback, and

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