NetSuite Customer Success Go-To-Market Program Manager

ROLE OVERVIEW:

The Customer Success Go-To-Market Program Manager is responsible for defining, aligning, and executing the Customer Success (CS) go-to-market (GTM) strategy. This role ensures that CS initiatives align with executive leadership (ELT) priorities while integrating industry, product, and service-based solutions for a unified customer experience.

This is a senior-level position requiring 10+ years of experience in strategy, customer success, or go-to-market roles. The ideal candidate will have a strong background in project and program management, executive-level stakeholder engagement, and experience leading cross-functional strategic initiatives in large, complex organizations.

This role is critical to harmonizing governance, planning, and execution across Customer Success, ensuring that GTM strategies are aligned, data-driven, and designed for measurable business outcomes — ultimately driving Total Annual Recurring Revenue Bookings (TAB) growth and increased Customer Success attach rates.

KEY RESPONSIBILITIES:

Establish & Govern CS GTM Priorities

• Engage with key stakeholders in Sales, Marketing, and Customer Success and leverage insights to identify GTM opportunities across industries, solutions, services, and emerging trends.

• Define and prioritize GTM focus areas in partnership with functional leaders across Customer Success.

• Establish quarterly and annual GTM plans that incorporate strategic programs and initiatives.

• Align GTM plans with Executive Leadership Team-approved corporate objectives to drive growth and impact.

Drive Harmonized Execution of the CS GTM Program Plan

• Unify strategy, planning, and execution for GTM initiatives including pricing & packaging, solution selling, and customer engagement models.

• Provide strategic direction and drive program governance in collaboration with functions across Customer Success (e.g., pre-sales, onboarding, adoption, support, and operations).

• Lead and coordinate program and project managers to ensure timely and effective execution of CS GTM initiatives.

• Apply project and program management best practices to manage complexity and drive outcomes.

Collaboration with CS Insights Team

• Partner closely with the Customer Success Insights team to guide their planning activities and shape analytical focus areas in support of GTM execution.

• Ensure CS Insights priorities are aligned with overarching GTM strategy and help track progress, identify trends, and inform decision-making.

• Translate GTM focus areas into actionable guidance for Insights teams to support measurement, forecasting, and program optimization.

Communication & Stakeholder Alignment

• Consistently update Customer Success ELT on GTM program progress, milestones, and business impact.

• Maintain strong alignment with Sales and Marketing leadership to ensure cross-functional cohesion and unified messaging.

• Facilitate collaboration and transparency across all stakeholders involved in GTM execution.

QUALIFICATIONS:

• 10+ years of experience in Customer Success, business strategy, or go-to-market roles within large, matrixed organizations.

• A strategic thinker with a strong bias for action—you know how to connect the dots between executive priorities and on-the-ground execution.

• Have a proven track record in leading cross-functional programs and driving results through influence, not just authority.

• Are comfortable navigating ambiguity and complexity while keeping stakeholders aligned and outcomes clear.

• Possess exceptional program and project management skills, with a focus on driving measurable business impact.

• Communicate effectively with senior leadership and thrive in fast-paced, dynamic environments.

• Are energized by collaboration—you believe in the power of unified.

• Are data-driven and insights-oriented, with experience guiding analytics teams to support strategic decision-making.

• Take pride in bringing clarity, consistency, and coordination to large-scale initiatives.

Career Level - IC5

Please see above.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational hea