[Remote] Senior Program Manager, Enterprise Customer Success at Imprint

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Internet of Things, RFIDIndustries

Requirements

8+ years of progressive experience in customer success, program management, or business operations within B2B technology environment
Experience managing enterprise customer relationships (>$1M ARR accounts preferred) with a proven track record of leading complex, cross-functional initiatives and delivering high-stakes projects
Experience in IoT, RFID, or technology hardware industries, with the ability to communicate technical solutions effectively
Background in management consulting or business operations, with a focus on scalable process and program development
Relevant certifications such as Six Sigma, PMP, or equivalent, demonstrating expertise in structured program execution
Strong ability to understand and articulate customer needs, ensuring their perspectives inform strategic planning
Excellent communication and relationship-building skills, with a track record of influencing teams and presenting to executive audiences
Bachelor’s degree or equivalent experience in a technical field

Responsibilities

Design and lead scalable customer success programs for enterprise customers, coordinating across Sales, Product, Engineering, Support and Operations to deliver cohesive customer experiences
Lead and influence cross-functional initiatives involving multiple internal teams, external partners, and enterprise stakeholders without direct authority
Establish program governance frameworks, including regular executive reviews, escalation processes, and aligning strategic priorities which influence resource allocation decisions
Conduct regular business reviews and facilitate customer advisory sessions to assess satisfaction, gather actionable feedback and identify opportunities for improvement
Serve as the primary advocate for enterprise customer needs, ensuring their perspectives inform strategic planning and decision-making
Build and maintain trusted relationships with enterprise customers and internal stakeholders, providing transparent communication of program updates, milestones, and strategic outcomes to senior leadership
Develop and manage detailed project plans, timelines, and resource allocations, while tracking progress, addressing risks and dependencies, and ensuring timely delivery of complex initiatives
Develop and implement standardized, data-driven processes and tools to enhance the enterprise customer experience, including the design of models and procedures for collecting and analyzing customer interaction data (e.g., NPS, CSAT) to identify trends and drive continuous improvement

Skills

Key technologies and capabilities for this role

Program ManagementCustomer SuccessCross-functional CoordinationStakeholder ManagementProgram GovernanceExecutive ReviewsBusiness ReviewsEscalation Processes

Questions & Answers

Common questions about this position

What experience level is required for this role?

The role requires 8+ years of progressive experience in customer success, program management, or related fields.

What are the main responsibilities of the Senior Program Manager?

You will design and lead scalable customer success programs, lead cross-functional initiatives, establish program governance, conduct business reviews, advocate for customers, build relationships, manage project plans, and develop data-driven processes.

Is this position remote or office-based?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for this position?

A strong candidate brings passion for customer success, a proactive approach to removing obstacles, expertise in program management, and the ability to influence cross-functional teams and build trusted relationships with enterprise customers.

Imprint

Designs and manages co-branded credit card programs

About Imprint

Imprint designs and manages co-branded credit card programs for well-known American brands. By partnering with these brands, Imprint creates credit cards that attract modern consumers, aiming to enhance the value of their partners' customer relationships. The company focuses on increasing metrics such as average spending, shopping frequency, and annual sales for cardholders. Imprint's process is notably faster than traditional credit card issuers, allowing them to launch new programs in about three months instead of the typical 18 months. Additionally, Imprint prioritizes customer service, offering a premium experience to cardholders. The goal of Imprint is to provide brands with effective credit card solutions that drive customer loyalty and sales.

New York City, New YorkHeadquarters

2020Year Founded

$197.5MTotal Funding

SERIES_CCompany Stage

Fintech, Financial ServicesIndustries

51-200Employees

Benefits

Competitive compensation and equity packages

Leading configured work computers of your choice

Unlimited vacation policy

Fully covered, high-quality healthcare including fully covered dependent coverage

Additional health coverage includes access to One Medical and option to enroll in an FSA

16 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents

An understanding that successful remote work requires flexibility and an appreciation for asynchronous work

Access to industry leading technology across all of our business units — stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity

Limited edition Imprint Credit Card (no hard pull) for the first 100 team members only. Get 1.5% cash back on all purchases, plus additional perks

Risks

Increased competition from traditional issuers adopting fintech innovations.

Potential regulatory scrutiny could increase compliance costs for Imprint.

Economic downturns may reduce transaction volumes and Imprint's revenue.

Differentiation

Imprint launches co-branded credit card programs in just three months.

Imprint offers tailored rewards programs for each brand's specific needs.

Imprint provides 'white-glove treatment' customer service to all cardholders.

Upsides

Imprint raised $75M in Series C funding to fuel innovation.

Increased consumer interest in digital wallets boosts demand for Imprint's solutions.

Partnerships with traditional banks expand Imprint's co-branded card opportunities.

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