Senior Manager, Customer Success Programs & Operations - Remote

Insight Global; City of Syracuse (NY); Remote; USD 150,000 - 190,000; Full time

Job summary

Insight Global is seeking a Senior Manager, Customer Success Programs & Operations to scale and operationalize customer experience initiatives across the organization. The role partners with senior leaders to drive repeatable processes and ensures initiatives move from concept to adoption.

Ideal candidates are systems thinkers with strong relationship-building skills who can navigate ambiguity, influence without authority, and sustain long-term improvements.

Responsibilities

• Lead cross-functional programs from planning through implementation and adoption
• Build stakeholder alignment across departments and leadership levels
• Drive accountability, follow-up, and execution across multiple initiatives simultaneously
• Develop governance structures, workflows, SOPs, and operating procedures
• Create communication, training, and adoption plans for new initiatives
• Identify risks, dependencies, and implementation challenges before they impact progress
• Partner with business leaders to translate customer insights into operational improvements
• Support reporting, measurement, and continuous improvement efforts

Skills

Relationship-building

Influence without authority

Program management

Cross-functional leadership

Communication

Systems thinking

Job description

Insight Global is seeking a Senior Manager, Customer Success Programs & Operations to scale and operationalize customer experience initiatives across the organization. The role partners with senior leaders to drive repeatable processes and ensures initiatives move from concept to adoption.

Ideal candidates are systems thinkers with strong relationship-building skills who can navigate ambiguity, influence without authority, and sustain long-term improvements.