CS Program Manager

Chad Horenfeldt

Has anyone hired for a role that does the following:
-Helps to create materials and campaigns for the CS team
-Works cross-functionally with marketing and product to coordinate customer programs
-Creates customer campaigns: NPS, webinars, automated campaigns
-Tracks and measures results

The purpose of the role is to enable the CS team and create more automated campaigns. We need to scale our customer programs and I'm not getting the assistance I need from other functions. 

I'm looking for a job description I can use or advice for a different type of role (eg: Customer marketing manager). Thank you!

Yanira "Janita" Sesniak

Hi Chad -

When I read the type of person you are looking for to me it sounds like a CS Operations Manager. I've haven't had the pleasure of hiring one myself yet so the above responsibilities have always fell to our CS org itself.

Here's a helpful article on what that is and how they could benefit your team: https://www.wootric.com/blog/customer-success-operations-manager-does-your-team-need-one/