Publicerad: 2025-07-04

Senior Program Manager, Revenue Development & Expansion

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We are seeking a Senior Program Manager to lead revenue development and expansion initiatives across our customer lifecycle. This role sits at the intersection of sales operations, customer success, and revenue optimization, requiring a strategic leader who can drive cross-functional programs while managing complex technical integrations and process optimization.



The Senior Program Manager will work closely with the Vice President, Revenue Development & Expansion, to support the Sales Development, Customer Success, and Renewals teams. 



Key Responsibilities


Revenue Operations & Lead Management:


  • Manage LeanData and routing systems for Sales Development Representatives (SDRs), troubleshooting routing issues and continuously optimizing for maximum efficiency and conversion rates. 


  • Analyze conversion metrics across the sales pipeline and identify opportunities for further process improvements.


  • Partner with Sales Development leadership to design and implement outreach strategies, such as new workflows based on potential customer personas.



Customer Success Operations & Platform Management:


  • Act as primary administrator for ChurnZero, troubleshooting integration issues and serving as the product owner liaison with ChurnZero’s internal teams. 


  • Serve as subject matter expert (SME) for ChurnZero and Salesforce, providing guidance and training to cross-functional teams. 


  • Design and implement automated workflows and playbooks to scale customer success initiatives.


  • Develop and maintain customer health scoring models and early warning systems for at-risk accounts. 


Process Development & Risk Management: 


  • Develop comprehensive processes for customer success teams, with particular focus on risk tracking and management to improve renewal forecasting accuracy and reduce churn rates. 


  • Establish standardized methodologies and success metrics for different customer segments and use cases. 



Customer Segmentation & Strategy: 


  • Report on performance metrics for each customer segment and design differentiated processes tailored to varying customer needs and business models. 


  • Develop segment-specific success criteria, engagement strategies, and expansion playbooks. 


  • Conduct regular business reviews with key stakeholders to assess segment performance and strategic opportunities. 


  • Create customer journey mapping and optimize touchpoints across the entire lifecycle. 



Cross-Functional Collaboration & Communication:


  • Act as the primary bridge between Revenue Development & Expansion (RDX) and the broader operations organization, ensuring alignment with evolving systems and configurations.


  • Coordinate with product, engineering, and data teams to ensure seamless integration of new tools and processes.


  • Develop and maintain stakeholder reporting dashboards and executive briefings.



Team Development: 


  • Plan and execute international team summits, managing logistics, agenda development, and cross-regional coordination.


  • Foster a culture of continuous improvement and knowledge sharing across global teams.



Customer Engagement & Communication:

  • Manage comprehensive client outreach programs for existing customers, including Net Promoter Score (NPS) surveys, Customer Success newsletters, and Customer Success Associate (CSA) office hour campaigns.


  • Create feedback loops between customers and product teams to inform roadmap decisions.


  • Design and execute customer retention and win-back campaigns.



Documentation & Knowledge Management: 


  • Create and maintain comprehensive system documentation, process guides, and standard operating procedures.


  • Establish documentation standards and governance. 


  • Build knowledge management systems and training materials for new team member onboarding.


  • Conduct regular audits of existing documentation to ensure accuracy and relevance.



Required Qualifications


  • Bachelor's degree in Business, Operations, or related field.


  • 3+ years of experience in program management, revenue operations, or customer success roles. 


  • Proven expertise with Salesforce, ChurnZero, and data management tools. 


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


  • Demonstrated success managing cross-functional programs and international teams.


  • Excellent project management skills with ability to handle multiple complex initiatives simultaneously.


  • Experience with SaaS business models and recurring revenue metrics.



Preferred Qualifications

  • Keen understanding of graph database technology and how it fits within the enterprise technology landscape.


  • Experience with international business operations and remote team management.


  • Familiarity with modern data stack tools and customer data platforms.


  • Experience with change management and organizational transformation initiatives.


Ansök via e-post till pietro.mattei@neo4j.com

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