In This Role
You will serve as a technical program and stakeholder engagement lead responsible for driving awareness, alignment, and execution of internal initiatives across Customer Success Account Managers (CSAMs) and related field roles.
Operating in a highly matrixed environment, you will act as the connective layer between program objectives and field execution—ensuring stakeholders understand key initiatives, commit to required actions, and follow through on deliverables.
This role is highly communication- and execution-focused, requiring strong ownership of stakeholder engagement, follow-up, and reporting. You will play a key role in improving organizational efficiency and supporting internal performance metrics through consistent engagement and accountability.
Responsibilities
Stakeholder Engagement & Alignment
- Proactively engage Customer Success Account Managers (CSAMs) to communicate program objectives, expectations, and required actions
- Schedule and lead meetings with CSAMs and cross-functional partners (e.g., technical stakeholders) to ensure understanding and alignment
- Build trust and credibility with stakeholders to drive commitment and participation
- Facilitate discussions that reinforce the importance of initiatives and encourage adoption
Program Communication & Execution
- Act as a subject matter expert (SME) on assigned initiatives, ensuring deep understanding of goals, processes, and desired outcomes
- Translate program requirements into clear, actionable steps for field teams
- Drive execution by ensuring stakeholders are informed, prepared, and aligned
- Reinforce messaging and maintain consistency across communications
Follow-Up & Accountability Management
- Track stakeholder commitments and ensure timely completion of required actions
- Conduct consistent follow-ups to drive progress and adherence to program expectations
- Navigate challenging conversations to address delays, gaps, or resistance
- Escalate risks or blockers as needed while maintaining strong working relationships
Stakeholder Reporting & Insights
- Develop and maintain reporting to track progress, participation, and outcomes
- Provide regular updates to leadership and key stakeholders on program status
- Identify trends, gaps, and opportunities for improvement based on engagement data
- Ensure reporting aligns with agreed-upon schedules and organizational metrics
Cross-Functional Coordination
- Collaborate with internal teams across customer success, technical, and program functions
- Ensure alignment between stakeholders to support smooth execution of initiatives
- Help bridge communication gaps between strategy and field execution
- Support continuous improvement of processes and engagement approaches
Qualifications
- 3–5+ years of experience in program coordination, customer success, operations, or stakeholder management roles
- Strong understanding of customer success functions and account management principles
- Proven ability to drive execution and follow-through across stakeholders without direct authority
- Experience with proactive outreach, stakeholder engagement, and meeting facilitation
- Excellent communication skills (written and verbal), including the ability to handle challenging conversations
- Strong organizational skills with the ability to manage multiple priorities and deadlines
- Experience creating and maintaining reporting and tracking mechanisms
- Familiarity with enterprise environments and cross-functional team structures
- Ability to work across multiple global time zones including occasional meetings with teams in Japan, India, China, and Australia.
Preferred Qualifications
- Familiarity with Customer Success Account Manager (CSAM) or similar roles in enterprise organizations
- Understanding of large-scale sales and customer success organizations
- Exposure to structured customer engagement or lifecycle methodologies
- General knowledge of enterprise cloud or productivity platforms
- Experience working in large, matrixed organizations
- Proficiency with collaboration and productivity tools (e.g., Teams, SharePoint, or similar platforms)