Customer Experience Program Manager

About the Role

We are seeking a strategic and execution-focused Program Manager to lead transformational initiatives within our Customer Success organization. This role is pivotal in driving client success, retention, and satisfaction by managing complex customer and partner programs and ensuring alignment across cross-functional teams. You'll work closely with Sales, Product Management, Professional Services, Support, and Customer Success teams to identify critical priorities, scope and develop strategic programs, and manage their delivery from start to finish. This role requires strong business acumen, a passion for building at scale, and a proven track record of driving change management and operational excellence. Successful candidates will bring deep experience in program and project management, a PMP certification, and proficiency in tools like Jira, Confluence, and M365 to streamline workflows and documentation.

Key Responsibilities

• Program Management: Lead the planning, execution, and monitoring of customer success programs that drive adoption, retention, and expansion.

• Cross-Functional Collaboration: Partner with Sales, Product, Support, and CS teams to define and optimize the customer journey and ensure seamless program delivery.

• Data Analysis & Reporting: Analyze customer performance data to identify trends, risks, and opportunities. Present insights and KPIs to stakeholders to inform decisions.

• Continuous Improvement: Gather feedback from customers and internal teams to refine program processes and contribute to best practices across the CS organization.

• Change Management: Drive operational improvements and change initiatives that enhance the customer experience and internal efficiency.

• Project Execution: Use Jira, Confluence, and M365 to manage workflows, documentation, and reporting across multiple initiatives.

Required Qualifications

• 5+ years of experience in program or project management, preferably Customer Success, SaaS, or technology environments.

• PMP certification

• Proven experience managing large-scale programs and cross-functional initiatives.

• Strong analytical skills with experience in data analysis and reporting.

• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across teams.

• Proficiency in Jira, Confluence, and project planning tool

Preferred Qualifications

• Familiarity with customer success methodologies (e.g., LAER framework).

• Experience with CRM and CS platforms such as Salesforce, Gainsight, or similar.

• Background in scaling CS operations or leading digital transformation initiatives.

• Experience working in a SaaS company.

Key Behaviors and Attributes

• Customer-Centric: Passion for understanding and addressing customer needs.

• Strategic Thinker: Ability to develop and implement programs that drive customer success and business outcomes.

• Detail-Oriented: Strong organizational skills with a focus on delivering high-quality results.

• Proactive and Resourceful: A self-starter who takes initiative and finds solutions to challenges.

What you'll get from us

A team where you can voice your opinion, make an impact, and where you and your experience are valued. Internal mobility – there are opportunities for cross training and the ability to attain your next career step within Barracuda. In addition, you will receive equity, in the form of non-qualifying options.

• Equity, in the form of non-qualifying options
• High-quality health benefits
• Retirement Plan with employer match
• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Volunteer opportunities

The anticipated on-target earnings range for this role is CAD $72,000 to $115,000. Actual compensation offered will be dependent upon the individual's skills, experience, and qualifications as they directly relate to the requirements of the position, the budget for the position, and applicable employment laws.

At Barracuda, we believe in fair and equitable compensation practices that reflect both market realities and the unique circumstances of each geographical location. We recognize that cost-of-living disparities, market conditions, and other factors can significantly impact compensation expectations in different regions. The compensation range provided in this job description is for illustrative purposes only and may not reflect the actual compensation offers for the position in your location. Final compensation will be determined based on a variety of factors including the candidates' qualifications and experience.