Senior Solution Manager, Customer Journey

Ladders; EUA; Teletrabalho; USD 172 000 - 228 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive time-off policies

Flexible working arrangements

Industry-leading health coverage

Resumo da oferta

Ladders is seeking a Senior Solution Manager, Customer Journey to lead cross-functional readiness for new products and services, focusing on the customer journey from launch through onboarding and ongoing adoption. You will partner with GTM, product, delivery, and operations teams to remove friction and ensure coordinated execution.

The role emphasizes translating customer feedback into actionable improvements that drive strategy, process quality, and operational effectiveness in a remote

Qualificações

• 15+ years of experience in GTM operations within a complex SaaS environment (must-have).
• Ability to manage complex launch plans across multi-disciplinary teams.
• Proven skills mapping and optimizing workflows from quote-to-cash and onboarding.
• Hands-on experience developing sales and delivery assets such as scoping tools and playbooks.
• Familiarity with enterprise platforms such as Salesforce or Gainsight.

Responsabilidades

• Own and execute the end-to-end readiness plan for new products and services.
• Design and optimize customer lifecycle processes to eliminate operational friction.
• Develop practical sales and delivery assets to support field execution.
• Manage multi-team project plans and track readiness milestones.
• Establish feedback loops to influence product strategy based on customer insights.

Conhecimentos

GTM operations

Cross-functional leadership

SaaS industry experience

Workflow optimization

Customer journey design

Project management

End-to-end readiness planning

Ferramentas

Salesforce

Gainsight

Descrição da oferta de emprego

For our client, we are seeking a Senior Solution Manager, Customer Journey to join the team of a leader in the Information Technology space. This role will lead cross-functional readiness efforts for new products and services, with a strong focus on the customer journey from launch through onboarding and ongoing adoption. You will partner closely with go-to-market, product, delivery, and operations teams to remove friction, improve workflow design, and ensure coordinated execution across the business. The position also plays a key role in translating customer and field feedback into actionable improvements that support strategy, process quality, and operational effectiveness.

Location: Remote

Compensation: $171,500 – $228,000 annually

Responsibilities

• Own and execute the end-to-end readiness plan for new products and services


• Design and optimize customer lifecycle processes to eliminate operational friction


• Develop practical sales and delivery assets to support field execution


• Manage multi-team project plans and track readiness milestones


• Establish feedback loops to influence product strategy based on customer insights

Qualifications

• 15+ years of experience in GTM operations or related fields within a complex SaaS environment


• Demonstrated ability to manage complex launch plans across multi-disciplinary teams


• Proven skills in mapping and optimizing workflows from quote-to-cash and customer onboarding


• Hands-on experience developing sales and delivery assets such as scoping tools and playbooks


• Familiarity with enterprise platforms such as Salesforce or Gainsight

Benefits

• Competitive time-off policies and flexible working arrangements


• Industry-leading health coverage options and generous retirement matching


• Active Employee Resource Groups (ERGs) and team-building events that support community and inclusion

Our client is an equal opportunity employer.