Lead - Process and Program Excellence

• Design and Implement Programs focussed on customer success, expansion, adoption retention initiatives across SaaS products.

• Strategic Planning by defining program goals, success metrics, and roadmaps aligned with company growth objectives and customer needs.

• Expansion Initiatives: Identify and drive expansion opportunities including upsells, cross-sells, and new market penetrations through coordinated efforts.

• Customer Success Enablement: Collaborate with Customer Success, Sales, Product, and Marketing teams to design and implement programs that improve onboarding, adoption, and lifetime value of customers.

• Stakeholder Management: Manage expectations and communication across internal teams and external customers, ensuring alignment and transparency.

• Risk & Issue Management: Proactively identify potential risks, bottlenecks, and dependencies, developing mitigation plans to ensure program success.

• Data-Driven Decisions: Utilize customer usage data, feedback, and KPIs to refine programs, increase efficiency, and boost customer satisfaction and growth.

• Continuous Improvement:

• Establish best practices, documentation, and lessons learned to improve future program execution.

Required Skills

• Program & Project Management skills: Proven ability to plan, execute, and deliver complex cross-functional programs on time and within scope.

• SaaS Industry Knowledge: Understanding of SaaS business models, subscription lifecycle, customer success, and expansion strategies will be an add on value.

• Stakeholder Management: Strong communication and interpersonal skills to collaborate effectively with sales, product, marketing, customer success, and executive teams.

• Data-Driven Decision Making: Ability to analyze KPIs, customer usage data, and feedback to drive program improvements and strategic decisions.

• Risk and Issue Management: Identifying risks early, developing mitigation strategies, and resolving issues promptly to keep programs on track.

• Agile & Adaptive Mindset: Experience working in fast-paced, agile environments with the ability to adapt quickly to changing priorities.

• Project Management Tools:

• Proficiency with tools such as Jira, Asana, Trello, MS Project, or similar platforms.

• Communication: Excellent verbal and written communication skills for clear, concise reporting and stakeholder updates.Qualifications