Senior Program Manager, CX Programs

Job Description

Overview:
We are seeking a strategic and detail-oriented Program Manager to join our Digital Programs and Customer Success team. This role operates as the strategic arm of our digital customer success initiatives, responsible for planning, coordinating, and executing digital-first programs that drive customer engagement, adoption, retention, and overall satisfaction across multiple channels and key lifecycle stages.

Key Responsibilities:

• Develop and own detailed program plans for digital customer success initiatives across onboarding, adoption, retention, and renewal phases.

• Coordinate cross-functionally with Marketing, Product, Customer Success, Digital Experience, and other teams to align content, campaigns, and customer touchpoints.

• Manage program operations including scheduling, resource allocation, and communications to ensure timely delivery.

• Collaborate with stakeholders to prioritize program initiatives based on customer impact and business needs.

• Oversee the creation and deployment of varied digital content formats such as webinars, email campaigns, video series, in-product messaging, and social channels.

• Monitor program progress, resolve operational challenges, and ensure consistency across global regions.

• Support the senior leadership in strategic planning, providing insights and recommendations informed by data and customer feedback.

• Drive innovation by exploring new channels, tools, and methodologies to enhance customer engagement and success.

Requirements:

• 5+ years experience in program management, ideally within customer success, marketing, or digital engagement environments.

• Demonstrated ability to manage complex, multi-channel programs with cross-functional teams.

• Strong organizational, project management, and communication skills.

• Experience with digital engagement tools and content deployment channels (webinars, email campaigns, video content, in-product messaging).

• Strategic mindset with the ability to translate vision into actionable plans and measurable outcomes.

• Familiarity with CX/CS tools like Gainsight, Salesforce, Zendesk, Gong 

• 2-3 Days in office

The US annualized base salary range for this position is $113,000.00-$169,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Dis