Program Manager Customer Success

Job Title: Program Manager Customer Success & Operations

Role Overview

We are looking for a highly analytical and execution-driven Program Manager – Customer Success & Operations to manage enterprise accounts, drive operational excellence, and deliver measurable business outcomes. The role involves working closely with clients, internal stakeholders, and field operations to ensure seamless service delivery, optimize costs, and enhance customer experience.

Key Responsibilities

Customer Success & Account Management

• Manage and grow enterprise client accounts, ensuring high retention, satisfaction, and revenue growth
• Act as the primary point of contact for clients, addressing operational challenges and driving strategic initiatives
• Identify risks proactively and implement solutions to improve service quality and client experience

Program & Operations Management

• Lead end-to-end program execution for large-scale transport operations across multiple geographies
• Drive process improvements, optimize fleet utilization, and reduce operational inefficiencies
• Design and implement scalable solutions (e.g., routing optimization, variable models, EV transition strategies)

Data & Analytics

• Leverage data (SQL, Excel, dashboards) to track key metrics such as delays, utilization, and compliance
• Translate data into actionable insights to improve decision-making and operational performance
• Build and maintain reporting frameworks for stakeholders

Commercial & Financial Ownership

• Drive cost optimization through vendor negotiations, pricing strategies, and operational efficiencies
• Build business cases and proposals (e.g., rate revisions, fuel cost adjustments, EV adoption)
• Manage P&L elements including revenue growth, cost control, and profitability improvement

Cross-functional Collaboration

• Work closely with Product, Engineering, Operations, and Finance teams to deliver seamless customer outcomes
• Drive implementation of new tools, features, and process changes across accounts
• Ensure alignment between client expectations and internal execution

Safety & Compliance

• Oversee safety operations including trip monitoring, alerts, and compliance frameworks
• Implement SOPs and digital solutions (e.g., driver training, BA checks, safety audits)
• Ensure high standards of service quality and regulatory compliance

Key Skills & Competencies

• Customer Success & Enterprise Account Management
• Program & Project Management
• Data Analysis (SQL, Excel, dashboards)
• Business & Financial Acumen (P&L, cost optimization)
• Stakeholder Management & Communication
• Problem Solving & Structured Thinking
• Process Improvement & Automation
• Operational Strategy & Execution

Experience & Qualifications

• 2–3 years of experience in Customer Success, Program Management, or Operations in a high-growth environment
• Experience managing enterprise clients and large-scale operations is a plus.
• Strong analytical mindset with the ability to work with data and derive insights
• Proven track record of driving measurable business impact (revenue growth, cost reduction, efficiency improvements)

What Success Looks Like

• High client retention and satisfaction
• Improved operational efficiency and reduced costs
• Strong adoption of new initiatives (EV, digitization, process improvements)
• Data-driven decision-making across accounts
• Seamless cross-functional execution