We are seeking an experienced Technical Program Manager (TPM) to lead and coordinate all internal technical programs across the organization. This role acts as the single point of accountability for execution, ensuring seamless collaboration between Product, Engineering, QA, DevOps, and Customer Success teams. The ideal candidate is a Jira expert , deeply experienced in Agile program delivery , and has a proven ability to drive complex, multi-team initiatives to successful completion. Key Responsibilities: Program Management & Execution Own end-to-end program management for all internal technical initiatives from ideation to delivery and retrospectives Define program scope, objectives, milestones, and deliverables in collaboration with senior leadership Create and manage detailed program plans, timelines, budgets, and resource allocation Identify interdependencies, risks, critical paths, and mitigation strategies across concurrent projects Drive cross-functional alignment across Product, Engineering, QA, DevOps, and Customer Success Proactively remove blockers and escalate risks to ensure timely delivery Track and report program health, milestones, KPIs, and financials to executive stakeholders Jira Administration & Optimization: Act as the primary Jira Administrator and Subject Matter Expert Design, configure, and maintain Jira workflows, boards, issue types, dashboards, and permissions Establish and enforce Jira best practices including naming conventions, labeling, and ticket hygiene Build advanced JQL queries, custom reports, and real-time dashboards Train teams on Jira usage and ensure organization-wide adoption Continuously optimize Jira configurations to improve delivery predictability and reporting accuracy Integrate Jira with other tools across the SDLC ecosystem Process Improvement & Agile Coaching: Champion Agile methodologies (Scrum, Kanban, hybrid frameworks) across teams Facilitate agile ceremonies including sprint planning, stand-ups, reviews, and retrospectives Identify process gaps and lead continuous improvement initiatives Develop and maintain program governance frameworks, templates, and playbooks Define and track metrics such as velocity, throughput, cycle time, and delivery predictability Coach teams on backlog grooming, estimation, capacity planning, and agile maturity Stakeholder Communication & Reporting: Establish structured communication cadences with stakeholders at all levels Prepare and present executive-level program status reports highlighting risks, dependencies, and decisions Facilitate cross-functional forums for alignment and decision-making Manage stakeholder expectations through proactive, transparent communication Maintain program documentation including charters, RACI matrices, roadmaps, and decision logs Serve as the single source of truth for program status and timelines Required Qualifications: Experience 5+ years of experience in Technical Program Management within software development environments 3+ years of hands-on experience in Jira administration and optimization Proven success delivering complex, multi-team technical programs Experience managing programs with $1M+ budgets and long-term timelines (6+ months) Experience in SaaS, enterprise software, or fast-paced technology environments Technical Skills Expert-level proficiency in Atlassian Jira (advanced JQL, automation, reporting, dashboards) Strong understanding of SDLC and Agile frameworks Experience with Confluence, Bitbucket (preferred) Working knowledge of DevOps practices, CI/CD pipelines, and cloud infrastructure Ability to understand technical architecture and communicate effectively with engineering teams Experience using tools like Smartsheet, Monday.com, or Microsoft Project
The Senior Director Customer Success & Delivery owns end-to-end customer outcomes across Implementations, Support, and Customer Success Management. This role is accountable for predictable delivery, customer satisfaction, and long-term customer retention. This is a senior leadership role requiring strong operational rigor, customer-facing maturity, and the ability to manage complex enterprise relationships. Key Responsibilities: Customer Success & Delivery Leadership Lead, scale, and mature Customer Success, Implementations, and Support organizations Define and enforce a standardized customer engagement, onboarding, and delivery model Establish a clear operating cadence , governance structure, and execution rhythm across teams Build a strong culture of customer advocacy, accountability, and ownership Customer Outcomes & Executive Engagement Own customer health, satisfaction, adoption, and retention metrics Serve as the executive sponsor for strategic and high-value enterprise customers Act as the final escalation point for high-impact customer and delivery issues Lead executive-level communications , QBRs, and customer success reviews Delivery & Implementation Excellence Ensure enterprise implementations are delivered predictably, on time, and with high quality Drive continuous improvement in delivery efficiency, quality, and scalability Oversee capacity planning, utilization, and forecasting across delivery teams Cross-Functional Collaboration Partner with Product and Engineering to prioritize customer-driven enhancements Collaborate with Sales and Account Management on renewals, expansions, and risk mitigation Align closely with Support leadership to improve resolution times and customer experience Adoption, Value & Retention Drive product adoption, value realization, and measurable ROI for customers Build a strong pipeline of customer references, case studies, and success stories Reduce churn and improve net revenue retention (NRR) Required Experience & Skills; 12 - 18+ years of experience in Customer Success, Professional Services, or Delivery leadership Proven track record managing enterprise SaaS customers and implementations Experience leading large, multi-functional global teams Strong background in escalation management, operational excellence, and delivery governance Executive-level communication skills with US-based customers and CXO stakeholders Data-driven mindset with experience owning CSAT, NPS, retention, and delivery KPIs
We are seeking an experienced Customer Projects Program Manager to lead and govern the successful delivery of customer implementation projects across our enterprise client base. This role is critical in managing a portfolio of complex, cross-functional implementations, driving operational excellence, and ensuring exceptional customer outcomes throughout the implementation lifecycle. You will act as a strategic owner of delivery processes, leveraging modern project management platforms such as Rocketlane to standardize execution, improve visibility, and scale customer delivery operations. Key Responsibilities: Program & Portfolio Management Own and oversee multiple concurrent customer implementation projects from kickoff through go-live and handoff to Customer Success Define, standardize, and continuously improve project delivery methodologies, templates, and best practices within Rocketlane Track program health metrics, proactively identify risks and dependencies, and implement mitigation plans Drive continuous improvement initiatives to reduce time-to-value and improve implementation success rates Coordinate cross-functional teams across Product, Engineering, DevOps, Customer Success, Sales, and Professional Services Ensure delivery alignment with customer expectations, contractual commitments, and internal SLAs Rocketlane Platform Ownership Configure, manage, and optimize Rocketlane workspaces, workflows, automations, and permissions Build reusable project templates, playbooks, and customer-facing collaboration frameworks for different customer segments Establish dashboards and KPIs to provide real-time visibility into project status, delivery velocity, and team capacity Train and onboard internal teams on Rocketlane best practices to ensure consistent adoption Partner with leadership to leverage Rocketlane analytics for forecasting, resource planning, and operational decision-making Customer Engagement & Delivery Excellence Serve as the primary escalation point for complex, high-risk, or enterprise implementations Lead regular internal business reviews to ensure delivery alignment, resource optimization, and issue resolution Drive adoption of customer-facing collaboration tools to enhance transparency and engagement Collect customer feedback to influence product roadmap, implementation strategy, and delivery improvements Ensure seamless handoffs between Sales, Implementation, and Customer Success teams Operational Excellence & Governance Establish governance frameworks for project prioritization, change management, and resource allocation Create and maintain delivery documentation including SOPs, runbooks, playbooks, and knowledge base articles Analyze delivery data to identify bottlenecks, inefficiencies, and opportunities for automation Support capacity planning, hiring, and utilization modeling based on pipeline demand Collaborate with Engineering and DevOps teams to streamline technical onboarding and deployment processes Required Qualifications Experience & Skills 5 - 7 years of experience in program or project management, preferably in SaaS or enterprise software implementations Strong expertise with modern project management tools; Rocketlane experience preferred (or tools such as Asana, Monday.com, Smartsheet) Proven success managing complex, multi-stakeholder B2B customer implementations with technical components Solid understanding of software implementation methodologies including Agile, Waterfall, and hybrid models Experience managing portfolios with 10+ concurrent projects Technical Aptitude Ability to collaborate effectively with Engineering and technical teams Working knowledge of system architectures, APIs, integrations, and deployment workflows Strong data analysis skills with experience using dashboards and reporting tools to derive insights Familiarity with collaboration tools such as Slack, Zoom, and Google Workspace Soft Skills Excellent communication and stakeholder management skills across all organizational levels Strong analytical, problem-solving, and decision-making capabilities Self-driven, results-oriented mindset with the ability to manage ambiguity Highly customer-focused with a passion for delivering exceptional experiences Comfortable working in a fast-paced, high-growth startup environment Preferred Qualifications: PMP, PMI-ACP, or equivalent project management certification Experience with revenue management, billing, or financial software implementations Background in consulting or professional services organizations Prior experience building and scaling implementation or delivery teams Familiarity with revenue recognition, subscription billing, or usage-based pricing models
The Senior Director Product Management will own the end-to-end product vision, strategy, roadmap, and execution for the RecVue platform. This is a hands-on leadership role requiring deep expertise in enterprise billing, monetization models, and revenue recognition , combined with strong execution discipline and stakeholder leadership. The role partners closely with Engineering, Customer Success, Sales, and US-based enterprise customers to deliver scalable, secure, and enterprise-grade product capabilities, while also meeting near-term customer and market commitments. This position plays a critical role in shaping RecVue’s platform evolution, ensuring alignment between customer needs, regulatory requirements, and long-term product scalability. Key Responsibilities: Product Vision & Strategy Own and continuously evolve the product vision, strategy, and multi-year roadmap for the RecVue platform Define and articulate a clear product narrative aligned with business goals and customer outcomes Balance short-term customer-driven requirements with long-term platform scalability and maintainability Roadmap & Execution Translate customer, market, competitive, and regulatory inputs into clear, prioritized product initiatives Partner closely with Engineering to drive: High-quality Product Requirement Documents (PRDs) Clear acceptance criteria and success metrics Release planning, execution, and post-release reviews Informed architectural decisions and platform evolution Ensure predictable and high-quality delivery across releases Customer & Stakeholder Engagement Engage directly with strategic US enterprise customers and prospects to validate requirements and roadmap direction Partner with Customer Success and Support to address escalations, identify recurring gaps, and drive product improvements Support Sales and Pre-Sales with roadmap alignment, product positioning, and customer briefings Represent Product in executive forums, customer meetings, and internal leadership discussions Product Management Excellence Establish and reinforce strong product management discipline across discovery, prioritization, delivery, and measurement Drive data-informed decision-making using customer feedback, adoption metrics, and business impact Mentor and elevate product leaders and teams across the organization Required Experience & Skills: 12 –18+ years of Product Management experience in enterprise B2B SaaS platforms Strong domain expertise in Billing, Monetization, Revenue Recognition, Subscription Management, or Financial Systems Proven experience leading complex, enterprise-scale products with global customers Demonstrated ability to operate hands-on , from strategy through execution Strong collaboration skills with Engineering, Customer Success, Sales, and Executive Leadership Experience working with US-based enterprise customers and distributed global teams Excellent written and verbal communication, including executive-level presentations Preferred Qualifications: Experience with usage-based pricing, subscriptions, hybrid monetization models Familiarity with revenue compliance standards (ASC 606 / IFRS 15) Background in fintech, SaaS billing platforms, or enterprise financial systems