GTM Program Manager, Client Experience

GTM Program Manager, Client Experience

Location: Remote - Kansas

For nearly 25 years, Archer has been a pioneer and a trusted global leader in delivering comprehensive compliance and risk management solutions to empower organizations to effectively navigate risks, ensure compliance, and achieve their business objectives. Our innovative GRC solutions are designed to provide companies with a clear, unified perspective on their risk landscape and enable data-driven decision-making and strategic planning. By leveraging cutting-edge technologies such as AI and risk quantification, we equip our clients to anticipate, adapt to, and overcome challenges in today’s rapidly evolving market. At Archer, we don’t just help organizations manage risk — we help our clients transform risk into a strategic advantage and turn uncertainty into opportunity. Learn more at www.ArcherIRM.com

Overview:

The GTM Program Manager, Client Experience plays a key role within the GTM Strategy & Planning team, responsible for driving cross-functional execution of one-time, high-impact initiatives that enhance the customer experience and support growth and retention across Sales, Renewals, Channel, Marketing, and Customer Success.

This role focuses on ensuring the organization is aligned and ready to deliver an improved end-to-end customer experience by executing targeted, time-bound projects. The Program Manager will lead structured efforts that improve visibility, coordination, and execution across the GTM and post-sale motion. Success in this role requires strong program ownership, a customer-centric mindset, and the ability to manage cross-functional efforts with clarity, urgency, and attention to execution.

Key Responsibilities:

• Lead one-time, strategic initiatives that improve customer experience, retention, and advocacy across the client lifecycle
• Drive customer-centric GTM projects such as journey mapping, client experience audits, feedback analysis, and engagement model redesigns
• Partner with GTM and CX stakeholders to scope, structure, and execute defined workstreams with clear goals and timelines
• Develop and manage detailed project plans, milestones, and cadences to ensure visibility and accountability across teams
• Identify risks and dependencies early; collaborate with stakeholders to remove blockers and ensure on-time delivery
• Deliver executive-level reporting, program documentation, and insight summaries to enable effective decision-making
• Align with GTM Strategy & Planning to ensure CX-related initiatives support broader business priorities
• Collaborate with teams including Sales, CS, Marketing, Product, Finance, and Operations to drive execution with cross-functional alignment

Requirements:

• 5+ years of experience in program management, customer experience, revenue operations, or GTM execution within a SaaS or B2B environment
• Customer success related experience strongly preferred
• Demonstrated success in driving cross-functional, time-bound initiatives with measurable business impact
• Familiarity with GTM and post-sale motions including Sales, Renewals, Marketing, and Customer Success
• Experience leading customer-centric initiatives such as customer journey mapping, process audits, or experience redesigns
• Strong communication, coordination, and stakeholder management skills
• Detail-oriented and structured, with a bias for clarity and follow-through
• Analytical mindset and ability to synthesize data into clear insights and recommendations
• Experience with project management tools (e.g., Asana, Monday.com, Smartsheet) preferred

Other Duties:   

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities