Senior Program Manager, Workspace Customer Success & Digital Strategy

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 7 years of experience managing cross-functional or cross-team projects.
  
• 7 years of experience in customer success, program management, or management consulting.
• Experience in building and implementing digital customer engagement strategies.
• Experience with data analysis and customer segmentation.

Preferred qualifications:

• MBA or Master's degree in a related field.
• Experience working with a cross-functional, geographically dispersed team and customer base and collaborating with channel partners, systems integrators, and third-party developers to deliver high-impact solutions.
• Experience leveraging quantitative assessment and analysis for decision-making and prioritization.
  
• Demonstrated understanding of the broader Cloud marketplace and the differentiators of various Cloud offerings.
  
• Ability to quickly learn, understand, and work with new and emerging technologies, methodologies, and solutions in the Cloud and IT technology space.

As a Senior Program Manager for Customer Success & Digital Strategy, you will be a key leader in building and scaling our digital customer success strategy. You will require a strategic and innovative thinker who can develop and implement digital customer success strategies, increasing customer retention, satisfaction, and loyalty across various segments and industries with the goal of building product adoption on Workspace and Gemini. You will create data-driven processes, strategies, and campaigns to promote product adoption, drive customer engagement, and optimize the customer experience.

The US base salary range for this full-time position is $156,000-$234,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

• Own the digital adoption strategy, leading the creation and implementation of scalable programs that empower customers through education, self-service, and proactive support.
  
• Drive customer success and renewals through the development and implementation of scalable programs that foster engagement, increase product adoption, and elevate overall satisfaction.
  
• Identify and address renewal risks, develop strategies to maximize renewal rates, and work closely with Customer Success and Sales teams to ensure successful customer renewals.
  
• Use data to drive continuous improvement in customer success and renewal programs by tracking key performance indicators, analyzing their impact, and identifying opportunities to enhance effectiveness.
  
• Partner closely with cross-functional teams, including Product, Marketing, Sales, and Support, to drive customer success in alignment with broader business goals.