Sr. Customer Success Transformation & Strategic Programs Manager

Overview

We are seeking a Sr. Customer Success Transformation & Strategic Programs Manager to help accelerate the evolution of our Customer Success organization.

This role will drive strategic transformation initiatives that improve how CS operates, leveraging AI, automation, data, and emerging technologies to increase productivity, scale customer engagement, and deliver better business and customer outcomes.

We are looking for a strategic problem solver, transformation leader, and builder who can translate complex business challenges into practical solutions. This person will work across Customer Success, Operations, Product, Engineering, and Data to identify opportunities, redesign workflows, shape requirements, and bring new capabilities and programs to life.

This is a business transformation role, not an AI engineering position. The opportunity is to rethink how Customer Success operates, using technology and innovation to create more intelligent, scalable, and effective ways of working.

Who you are:

You are a transformation leader, strategic problem solver, and builder who sees technology as an opportunity to fundamentally rethink how business operates

You bring to the team:

• Deep understanding of Customer Success, SaaS, and GTM operating models.

• Strong applied-AI fluency and a point of view on how AI will reshape Customer Success.

• A builder's mentality with an operator's discipline—comfortable experimenting and prototyping, while accountable for getting solutions adopted and scaled.

• Strong systems thinking across people, process, data, technology, and customer experience.

• The ability to move comfortably between business strategy and technical execution.

• A bias toward action and a track record of turning ambiguous problems into tangible solutions.

• Strong cross-functional influence and the ability to create momentum across complex organizations.

• Curiosity and a desire to continuously experiment, learn, and push what's possible.

Qualifications & ExperienceRequired

• 6+ years of experience across Customer Success, SaaS, GTM transformation, business operations, strategic programs, technology, or related disciplines.

• Demonstrated experience leading complex cross-functional transformation, operational improvement, or strategic business initiatives.

• Experience leveraging AI, automation, data, or emerging technologies to improve business processes and workflows.

• Working knowledge of modern AI capabilities, enterprise technology platforms, integrations, and workflow automation.

• Experience translating business problems into requirements, solution designs, and implementation plans.

Familiarity with enterprise GTM technology ecosystems such as Salesforce, Gainsight or comparable CS platforms, data/BI platforms, and workflow automation technologies.

• Demonstrated ability to partner with technical and nontechnical stakeholders to implement and operationalize new capabilities.

• Strong program management, analytical, communication, and problem-solving skills.

• Curiosity and a desire to continuously experiment, learn, and push what's possible.

• Proven ability to move initiatives from concept through execution, adoption, and measurable business impact.

What Success Looks Like

Success means Customer Success operates differently—and more effectively—because of the transformation initiatives and programs this role helps deliver.

CS teams spend less time on manual work and fragmented processes. Customer intelligence becomes more proactive and actionable. New capabilities and programs move from concept to adoption faster, creating greater capacity for teams to focus on strategic customer engagement and value.

Most importantly, transformation becomes a repeatable, measurable business capability that improves CS productivity, operational effectiveness, customer experience, and business outcomes.

What you'll be doing:

Drive CS Transformation & Strategic Programs

• Translate CS strategic priorities into actionable transformation initiatives, programs, and execution plans.

• Evaluate existing operating models and workflows to identify opportunities to simplify, eliminate, automate, augment, or redesign work.

• Lead cross-functional programs that improve CS productivity, operational efficiency, customer engagement, and scalability.

• Coordinate stakeholders, manage dependencies, and accelerate execution from concept through implementation.

• Support broader CS strategic initiatives, process improvements, and operating-model evolution as business priorities emerge.

Advance AI-Enabled Workflows & Customer Intelligence

• Identify and prioritize opportunities to apply AI, automation, and customer intelligence to high-impact CS business challenges.

• Help evolve how customer signals across product adoption, engagement, sentiment, support, and commercial systems translate into actionable insights and next-best actions.

• Partner with CS stakeholders to define use cases, business requirements, workflow designs, and success criteria for intelligent automation and AI-enabled capabilities.

• Ensure new capabilities are embedded into existing CS workflows and drive meaningful improvements in how teams operate.

• Maintain awareness of emerging AI technologies and recommend practical applications that can advance CS effectiveness.

Design, Experiment & Operationalize Solutions

• Translate ambiguous business problems and diverse stakeholder inputs into clear requirements, solution concepts, and actionable plans.

• Rapidly experiment with emerging technologies, approved AI tools, and automation platforms to validate concepts and demonstrate business value.

• Partner with Product, Engineering, Data, IT, and Operations to assess technical feasibility and move validated solutions toward production.

• Bring strong technical fluency to solution discussions while leveraging centralized technical teams for production engineering and enterprise infrastructure.

• Establish feedback loops to refine solutions based on field experience, adoption, and measurable results.

Drive Adoption & Measurable Business Impact

• Move initiatives from idea → validation → implementation → adoption → measurable impact.

• Partner with CS leaders and Enablement to drive process adoption, workflow change, and operational readiness.

• Establish clear success measures and evaluate the effectiveness of transformation initiatives and strategic programs.

• Measure outcomes through improvements in productivity, capacity, operational efficiency, proactive engagement, customer adoption, retention, and growth.

• Provide visibility into progress, results, dependencies, and opportunities for continuous improvement.

What we have for you:

At Seismic, we’re committed to providing benefits and perks for the whole self. To explore our benefits available in each country, please visit the Global Benefits page.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please click here.

Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.

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We are committed to fair and equitable compensation practices.Seismic's annual base salary range for this position will vary based on applicant's location, experience, job level, skills, and abilities as well as internal equity and alignment market data. The range listed below is the minimum to the maximum of our target hiring range. Seismic's salary range for this position is: USD $123,100.00/Yr. - USD $169,200.00/Yr.This position is also eligible to participate in Seismic's incentive plans in addition to base salary. The actual incentive amount will very and will be subject to the terms and conditions set in the applicable incentive plan.