About the team

You’ll join Customer Advocacy and Programs team, a small, high-impact team inside Customer Success, that amplifies the voice of the customer and turns feedback into measurable change. We synthesize customer input across touchpoints to surface the highest‑value opportunities, then partner with Product, GTM, Support, and Operations to turn those opportunities into strategy, deliverables, and lasting improvements. Our mission is to ensure Company’s most strategic customers get maximum value from their Company investments.

• What you’ll do

As the Enterprise Servicing Program Manager, you’ll design and lead a program that creates a differentiated, programmatic post‑sales engagement model for Company’s largest users. You’ll own end‑to‑end program delivery—strategy, cross‑functional alignment, execution, and measurement. You’ll work closely with Customer Success, Technical Account Managers, Go-to-market teams, Product, Operations, Finance, Legal, and more to ensure every interaction (from product optimizations to business reviews and executive briefings) is elevated and consistent. Your work will make it clear to customers that they’re getting measurable value from Company, reduce risk, and drive retention and growth for top accounts. In this role, you will create clarity when navigating ambiguity, and solve complex problems while operating in a high-growth environment.

Strategy and Execution : Be accountable for the long-term vision and strategy for the Enterprise Servicing program, centered on an exceptional post-sales experience for Company’s largest users. Focus on the strategic evolution of the program and driving GTM execution on identified key engagements. Coordinate change management, enablement, and communications to drive adoption of new program elements and processes.

• Feedback and Effectiveness: Determine the feedback loop necessary to assess service level. Create, execute, and analyze program effectiveness measures, building observability of key user activities and financial performance.
• Service Level Definition and Refinement: Utilizing customer feedback, refine service level offerings by proposing modifications or additional offerings, including providing a point of view on differentiated needs by customer segment.

Program Scalability and Foundation : Develop a roadmap for the foundational requirements to operate the program efficiently and at scale. Drive scalability through process refinement and automation, collaborating closely with critical cross-functional teams to build the needed tools, dashboards, and automation. Stakeholder Alignment and Communication: Set goals and targets for the overall program and manage key forums / updates to keep the organization and key stakeholders informed. Develop strong collaborative relationships with key stakeholders across Company

• Who you are
• We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
• 5+ years of experience in program management, business operations, management consulting, or a related discipline.
• A strong track record of delivering global, complex programs with multiple constituents in a changing, ambiguous environment end-to-end.

Strategic Problem Solving: Deep problem solving and analysis experience (solving business problems—commercial, operational, financial) in a Sales-oriented environment. You must have the ability to diagnose, simplify, and structure problems and solutions while having command of “the details”.

• Excellent analytical, presentation, and communication experience, influencing across all levels from front lines to C-Suite. You set a high-bar in terms of communication effectiveness.

The ability to seamlessly transition from strategy, high level to very detailed, and a willingness to “roll up your sleeves”. You work well under pressure, with a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment.

• Ability to influence cross functional stakeholders to align and execute on common objectives.
• Experience operating with incomplete data and reprioritizing as business needs change
• Prior experience with enterprise customers or large accounts and familiarity with executive engagement practices (QBRs, exec briefings)
• Background in Customer Success or Technical Account Management programs
• Experience partnering with Data Science or building dashboards/automation for program observability
• Comfort with SQL or analytics tools to interrogate program and user data

Prior payments or fintech experience