Customer Experience Program Manager

OneSource Virtual

. Map, document, and maintain the end-to-end customer journey across all customer segments .

Posted 9/18/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in mapping and documenting customer journeys, designing and managing customer experience programs, and utilizing data-driven metrics to enhance customer retention and engagement. Proficient in collaborating with cross-functional teams and applying best practices in customer experience design within SaaS and technology sectors.

Highest-signal resume keywords

Customer Journey MappingProgram ManagementData AnalysisCustomer Success PlatformsStakeholder Engagement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience DesignProgram ScopingMetrics DefinitionPerformance MeasurementAgile Methodology

Soft Skills

Attention to DetailCommunication SkillsInterpersonal SkillsPrioritization

Tools & Technologies

PlanhatSalesforceFront

Industry Keywords

SaaSBPaaSCustomer RetentionCustomer Effort ScoreGross Revenue Retention

About the role

Key responsibilities & impact

Map, document, and maintain the end-to-end customer journey across all customer segments
Define key milestones, engagement points, and handoffs for each customer tier
Design, launch, and manage customer experience programs from concept through rollout
Scope programs, establish timelines, align stakeholders, and measure post-launch performance
Monitor NPS, Customer Effort Score, retention, expansion, and adoption metrics by segment
Build and iterate programs to drive Gross Revenue Retention and Net Revenue Retention outcomes
Partner with Sales, Product, Service Delivery, Customer Success, and Renewals teams
Represent the voice of the customer and build feedback loops across journey stages and segments
Roll out evolving programs through clear communication, structured change plans, and documented SOPs
Apply customer experience and journey design best practices using an agile, test-and-learn approach

Requirements

What you’ll need

At least 3-5 years in a similar role with a proven track record in program or project management, customer experience, or customer success roles within SaaS, BPaaS, or technology sectors
Demonstrated experience designing and documenting customer journeys across varied engagement models (e.g. Pooled, High touch, etc.) and translating them into operational programs
Strong data-driven mindset — comfortable defining metrics, analyzing program impact by segment, and adjusting course based on results
Hands-on proficiency with customer success and workflow platforms such as Planhat, Salesforce, and Front (or equivalent CS/CRM tooling) to effectively document business requirements, milestones, track engagement, and report on program performance
Exceptional attention to detail balanced with the ability to move fast and prioritize
Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels, including executive audiences
Experience driving transformation initiatives within complex, multi-product or service organizations

Benefits

Comp & perks

Values-based culture
Upward mobility
Professional development with opportunities of all kinds