Program Manager, Customer Success

Proto Labs - Maple Plain, MN

Full-time - Mid Level

Hybrid - Maple Plain, MN

Plastics and Rubber Products Manufacturing

About the position

The Program Manager, Customer Success at Protolabs is responsible for leading and managing a portfolio of complex Go to Market (GTM) and customer implementations. This hybrid role requires strategic thinking and excellent cross-functional collaboration skills to drive process scalability and ensure customer satisfaction through effective partnerships and oversight.

Responsibilities

• Manage a portfolio of complex customer implementations, including new customer onboarding and technology implementations.
• Lead various GTM projects from inception to completion, ensuring they meet customer requirements and organizational standards.
• Collaborate with different departments to develop scalable processes that enhance efficiency across the GTM organization.
• Work with GTM training and process teams to implement newly defined processes and ensure thorough understanding and adoption.
• Maintain transparent communication with key leadership regarding project progress and updates.
• Establish strong partnerships with internal and external customers to meet all requirements and expectations.
• Serve as the subject matter expert on program management processes and best practices.
• Oversee special projects and deliverables, ensuring successful completion and alignment with organizational objectives.

Requirements

• 5+ years of proven experience in program or project management, preferably with a focus on customer implementations and cross-functional initiatives.
• Strong ability to manage complex projects and work collaboratively across diverse teams.
• Exceptional communication and interpersonal skills, capable of maintaining alignment with leadership and fostering partnerships with customers.
• Expertise as a subject matter expert within program management, handling both strategic and operational activities.
• Demonstrated ability to develop scalable processes and implement them across large and diverse teams.
• Flexibility to adapt to changing priorities and manage various projects simultaneously.

Benefits

• Health Insurance: Traditional OR High Deductible plan
• Flexible Spending Accounts
• Health Savings Account (including employer contributions)
• Dental and Vision
• Basic and Supplemental Life Insurance
• Short-Term and Long-Term Disability
• Paid caregiver leave
• PTO + Holiday Pay + Volunteer Hours
• 401k with company match and immediate vest
• Employee Stock Purchase Program with a 15% discount