Strategic Customer Success Program Lead

ConcertAI; Boston (MA); On-site; USD 89,000 - 134,000; Full time

Job summary

ConcertAI, based in Boston, seeks a Senior Program Manager in the Customer Success unit to oversee comprehensive client engagements. Reporting to the Executive Director, you will coordinate with Business Development, Data Products, and Client Services to ensure value, adoption, and long-term relationships.

You will drive program plans, lead meetings, and champion customer needs while delivering measurable outcomes across contracted products and services.

Qualifications

• Bachelor's degree or equivalent experience.
• Minimum of seven years in program, project, or client management.
• PMP or similar certification preferred.
• Experience managing multi-faceted client engagements and delivering outcomes.
• Proficient with Smartsheet, Jira or OpenAir and other PM tools.

Responsibilities

• Oversee complete programs of customer engagements and act as central information source.
• Develop program plans with tasks, timelines, milestones, and assignments.
• Lead client-facing program deliverables, agendas, and meeting content.
• Collect feedback, analyze requirements, and drive internal changes.
• Manage interdependencies across engagements and coordinate prioritization.
• Develop end-to-end workflows and monitor KPIs; provide status updates.
• Identify risks, define mitigations, and escalate issues as needed.

Skills

PMP Certification

Program Management

Client Management

Cross-functional Collaboration

Stakeholder Management

Data-driven decision making

Analytical Skills

Communication Skills

Project Management Tools

Education

Bachelor's degree

Tools

Smartsheet

Jira

OpenAir

Job description

ConcertAI, based in Boston, seeks a Senior Program Manager in the Customer Success unit to oversee comprehensive client engagements. Reporting to the Executive Director, you will coordinate with Business Development, Data Products, and Client Services to ensure value, adoption, and long-term relationships.

You will drive program plans, lead meetings, and champion customer needs while delivering measurable outcomes across contracted products and services.