Customer Success Program Manager

Business Area:

Seniority Level:

Job Description: 

At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry.  Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world’s largest enterprises.

We are looking for an experienced Program Manager to act as a force multiplier for our Customer Success (CS) organization. In this role, you will operate as a high-impact individual contributor, responsible for designing, managing, and executing critical internal projects that allow our CS team to scale.

Unlike a traditional software project manager who oversees code delivery, you will manage business value delivery. You will spearhead initiatives such as implementing new CS platforms (e.g., Gainsight/CAST), rolling out new retention playbooks, restructuring the customer journey, or managing the "Operational Readiness" for major product launches. You have a passion for organization, process optimization, and ensuring our CSMs have the infrastructure they need to drive customer goals.

As our CS Program Manager, you will:

• Take complete ownership of high-priority CS initiatives (e.g., "Revamp the Onboarding Journey" or "Implement Digital-Touch Strategy") from ideation through to execution and measurement.

• Define the scope, success criteria, milestones, and risks for internal operational projects, ensuring they are delivered on time and within budget.

• Act as the bridge between the CS leadership team’s vision and the operational reality, translating strategy into tactical project plans.

• Oversee the "people side" of change. When a new process or tool is launched, you ensure the CS team actually adopts it through effective training, documentation, and internal marketing.

• Manage the "Operational Readiness" aspect of new product introductions—coordinating with Product and Marketing to ensure the CS team is trained, equipped with collateral, and ready to support customers before launch.

• Identify friction points in the customer lifecycle and proactively design process improvements to resolve them.

• Work horizontally across the business (Sales, Marketing, Product, Finance) to remove silos. You are the single point of contact ensuring that dependencies between CS and other departments are managed effectively.

• Maintain a "living" roadmap of CS priorities, keeping stakeholders informed of velocity, progress, and outcomes without micromanagement.

We're excited about you if you have:

• 8+ years of Project/Program Management experience, with a specific focus on Operations, Customer Success, or Professional Services (not just software engineering).

• The "Single Entity" Mindset: You are comfortable working autonomously. You don't need a team of junior PMs to get things done; you are willing to roll up your sleeves, create the Gantt chart, schedule the meetings, and do the heavy lifting yourself.

• Influence Without Authority: Exceptional ability to guide and motivate stakeholders across the company (including VP/C-Level) to meet deadlines and adhere to processes, even though they do not report to you.

• Agile for Business: Experience applying Agile principles (iterative value, standups, retrospectives) to business processes and operational rollouts rather than just code.

• CS Domain Expertise: You understand the mechanics of Customer Success (e.g., QBRs, Net Revenue Retention, Churn Analysis, Health Scoring) and can build projects around improving these metrics.

• Tech Stack Proficiency: Experience managing the implementation or optimization of CS tools (e.g., Gainsight, ChurnZero, Salesforce, Totango) and Project Management tools (Asana, Jira, Monday.com).

• Process Architecture: The ability to map complex customer journeys (Visio/Lucidchart) and spot gaps where customers are falling through the cracks.

• Data Literacy: You can look at retention data or team capacity models and use that evidence to build a business case for your next project.

• Bachelor's degree in related field of study.

This role does not support immigration sponsorship.

What you can expect from us:

• Generous PTO Policy 

• Support work life balance with Unplugged Days

• Flexible WFH Policy 

• Mental & Physical Wellness programs 

• Phone and Internet Reimbursement program 

• Access to Continued Career Development 

• Comprehensive Benefits and Competitive Packages 

• Paid Volunteer Time

• Employee Resource Groups

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