Customer Success Program Manager
@ Swooped

Hybrid
$120,000
Hybrid
Full Time
Posted 24 days ago

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XXXXXXXXX XXXXXXXXXXX XXXXXXXXXX****** @swooped.com
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Job Details

About Swooped

Swooped is a cutting-edge SaaS organization disrupting the restaurant industry with its cloud-based platform for accounting and back-office operations, empowering its team members to reach their full potential.

About the Role

The Customer Success Program Manager plays a key role in executing strategic initiatives within the Customer Success and Support organization. Reporting to the Sr. Director of Customer Strategy and Operations, you will partner with leaders across various teams to track progress, address challenges, and remove roadblocks.

Key Responsibilities

  • Lead Strategic Programs: Drive initiatives that impact customer experience and business growth.
  • Enable Cross-Functional Success: Collaborate with Customer Success, Sales, Systems, and Product teams.
  • Plan, Govern & Communicate: Define scope, metrics, timelines and ensure stakeholder alignment.
  • Escalate & Resolve: Address high-priority issues to ensure prompt resolution.
  • Operational Excellence: Maintain documentation, workflows, and reporting frameworks.
  • Change Management: Facilitate adoption of new processes and tools.
  • Process Optimization: Identify automation opportunities and efficiency gains.
  • Data-Driven Insights: Analyze program data and KPIs to recommend improvements.

Required Qualifications

  • Bachelor's degree in business, operations, or related field.
  • 5+ years business experience in SaaS, ideally in a GTM role.
  • 3+ years in program or project management with cross-functional delivery experience.
  • Exceptional communication skills; experience presenting to executives.
  • Strong organizational, analytical, and problem-solving skills.
  • Familiarity with PM tools like Monday, Smartsheet, Jira, Confluence.
  • Experience with data analysis and CS tools (e.g., Gainsight, Zendesk, Salesforce) is a plus.
  • Knowledge of process improvement methodologies is a plus.

Team Member Benefits & Compensation

Salary range: $96,400-$144,600, comprehensive medical benefits (100% covered), 401k with matching, equity option grant, unlimited PTO plus company holidays, and wellness initiatives.

Note: Swooped is not the EOR for this position. Their role is to connect outstanding candidates with a top-tier employer.

Key skills/competency

Customer Success, Program Management, SaaS, Cross-Functional, Data Analysis, Process Optimization, Change Management, Communication, Project Management, Operational Excellence

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How to Get Hired at Swooped

🎯 Tips for Getting Hired

  • Research Swooped's culture: Understand their mission and innovation in SaaS.
  • Customize your resume: Highlight SaaS and program management experience.
  • Showcase project success: Provide clear examples of complex initiatives.
  • Prepare technical narratives: Discuss automation and KPIs confidently.
  • Practice clear communication: Focus on executive-level presentations.

📝 Interview Preparation Advice

Technical Preparation

Review SaaS platforms and PM tools.
Study data analysis techniques.
Practice workflow and reporting framework design.
Familiarize with CS and project tools.

Behavioral Questions

Describe past project management challenges.
Explain a time when you resolved conflicts.
How did you manage cross-functional projects?
Share your communication style with executives.

Frequently Asked Questions