Senior Program Manager, Customer Success Enablement  Gainsight Specialist

Samsung - Cary, NC

Full-time - Senior

Cary, NC

Merchant Wholesalers, Durable Goods

About the position

The Senior Program Manager for Customer Success Enablement will play a pivotal role in supporting the Global Customer Success Organization by developing, managing, and continuously improving Customer Success portfolio programs. This position focuses on enhancing customer adoption through effective onboarding, training plans, and success plans, while also streamlining global renewal processes and defining reporting requirements to boost Renewal Specialist effectiveness. The role requires leveraging Gainsight to ensure successful program delivery and collaboration with various stakeholders to align with business objectives.

Responsibilities

• Partner with stakeholders to implement programs, procedures, and policies for Customer Success Managers.
• Develop content for internal assets like playbooks and customer-facing materials that drive adoption.
• Leverage Gainsight to create dashboards and design customer journeys using Journey Orchestrator.
• Collaborate with Global Customer Success Leadership to develop and improve global programs.
• Streamline global renewal processes by building and documenting workflows with cross-functional teams.
• Define reporting requirements and oversee the creation of reports and dashboards to enhance Renewal Specialist effectiveness.
• Develop and implement a content strategy that aligns with Customer Success goals.
• Conduct training sessions for large groups and build enablement materials.

Requirements

• Bachelor's degree in a relevant field; MBA or advanced degree is a plus.
• At least eight years of experience in Program Management, Customer Success, or related field.
• 2-4 years of experience using Gainsight, specifically in creating dashboards and building playbooks.
• Experience in content creation or technical writing focused on Customer Success.
• Strong cross-functional collaboration skills and experience in building internal relationships.
• Ability to manage multiple initiatives simultaneously and prioritize effectively.

Nice-to-haves

• Knowledge of Customer Success processes and best practices.
• Experience with Renewal Management Development or hosting large group training programs.
• Experience in developing Customer Success enablement content such as templates and playbooks.
• Technical background with the ability to translate complex concepts into actionable content.
• Experience with Gainsight's Journey Orchestrator or Marketing Automation software.

Benefits

• Flexible work options (hybrid or remote)
• World-class employee experience
• Diversity and inclusion initiatives
• Equal opportunity employer policies