Sr. Technical Program Manager / Customer Success

Accelirate Inc.; New York (NY); On-site; USD 130,000 - 190,000; Full time

Job summary

Accelirate Inc. is hiring an Engagement Lead to own the success of a portfolio of client engagements from kickoff to delivery.

You will be the trusted point of contact for executive sponsors and day-to-day stakeholders, merging customer success with technical program management to drive automation initiatives that deliver measurable business value. You will partner with automation developers, infrastructure engineers, solution architects, and external vendors to scope, design, and implement

Qualifications

• 5+ years in a client-facing PM/customer-success role blending program management and account management.
• Proven automation/AI impact with measurable results.
• Experience collaborating with engineering or development teams to deliver technical solutions.
• Experience managing external vendors and partners, including onboarding and performance.
• Strong program management and stakeholder influence skills across a multi-client portfolio.
• Excellent communication to translate technical concepts into clear business value.

Responsibilities

• Own end-to-end success for a portfolio of client engagements and be the primary client contact.
• Identify opportunities for automation and AI-supported process improvements.
• Collaborate with client stakeholders to gather requirements and prioritize initiatives by business impact.
• Work with delivery teams and external vendors to scope, design, and implement solutions.
• Lead structured discovery sessions and maintain a self-service intake process.
• Evaluate opportunities using effort, risk, ROI, compliance, and feasibility criteria.
• Maintain portfolio-level roadmaps and manage scope, risk, and escalations.
• Drive account growth through renewals, expansions, and new use cases.

Skills

Client engagement

Program management

Account management

Stakeholder influence

Communication

Automation

AI familiarity

Job description

Accelirate is hiring an Engagement lead to own the success of a portfolio of automation and AI client engagements end to end. This role sits at the intersection of Customer Success and Technical Program Management: you are the client's trusted point of contact and their internal advocate, responsible for driving automation initiatives that deliver measurable business value, while also running the program mechanics scoping, sequencing, risk management, and delivery governance that keep those initiatives on track. You'll partner closely with Accelirate's automation developers, infrastructure engineers, and solution architects, as well as client stakeholders and any third-party vendors involved in an engagement, to identify opportunities, shape solutions, and drive meaningful, measurable impact.

About The Work

• Own end-to-end success for a portfolio of Accelirate client engagements the primary point of contact for client executive sponsors and day-to-day stakeholders.
• Identify and assess opportunities for automation and AI-supported process improvement across a client's business units.
• Collaborate with client stakeholders to understand pain points, gather requirements, and prioritize initiatives based on business impact.
• Work hands-on with Accelirate's delivery teams and any external vendors to scope, design, and implement automation and AI solutions.
• Lead structured discovery sessions and maintain a self-service intake process for new automation ideas within each account.
• Evaluate and prioritize opportunities using standardized criteria: effort, risk, ROI, compliance, and technical feasibility.
• Maintain a portfolio-level roadmap for each account, balancing quick wins with longer-term strategic initiatives.
• Oversee delivery of automation solutions end to end, ensuring clear communication and alignment between Accelirate delivery teams and client stakeholders.
• Manage relationships with any third-party vendors or technology partners involved in an engagement selection, onboarding, and performance tracking.
• Define and track KPIs across engagements hours saved, error reduction, cycle-time improvement, compliance, and client/stakeholder satisfaction and translate them into clear business narratives for executives.
• Manage scope, risk, and escalations across the account portfolio; resolve issues before they threaten renewal, expansion, or client satisfaction.
• Identify and drive account growth: renewals, expansions, and new automation/AI use cases within existing clients.
• Maintain program governance artifacts: status reporting, RAID logs, steering committee materials, and roadmaps.
• Stay informed on emerging automation and agentic AI technologies and recommend new approaches where they align with a client's strategy.

Required Qualifications

• 5+ years in a client-facing role blending program/project management and account or customer-success management, ideally in automation, RPA, AI, or enterprise software consulting.
• Demonstrated success delivering measurable business efficiency improvements through automation, with clear, quantified examples of impact.
• Experience collaborating with internal engineering or development teams to deliver technical solutions.
• Experience managing relationships with external vendors or solution providers, including selection, onboarding, and performance management.
• Strong program-management and stakeholder-influence skills, with the ability to prioritize initiatives across a multi-client portfolio and drive projects to completion.
• Excellent communication skills, able to translate technical concepts into clear business value for both technical and non-technical audiences.
• Comfortable working independently while building strong, trust-based partnerships with client leadership and internal delivery teams.