Why This Job is Featured on The SaaS Jobs
This Senior Customer Experience Program Manager role stands out in SaaS because it focuses on post sale programs that must work one to many across a global customer base. Rather than being tied to a single account set, the remit centers on building repeatable engagement and learning motions such as community, webinars, and Voice of Customer that help a B2B product scale adoption consistently.
For a SaaS career, this kind of program leadership builds durable skills in operating customer experience as a system. The work touches the full toolkit common in modern SaaS organizations: cross functional alignment with Product, Support, Marketing and operations, instrumentation through metrics and dashboards, and continuous improvement of workflows and tooling. Experience translating feedback signals into prioritised actions also carries well across customer success operations, lifecycle marketing, and product led enablement paths.
The role best suits someone who enjoys structuring ambiguous initiatives into clear timelines, dependencies, and operational readiness. It will appeal to practitioners who like balancing creative program design with rigorous measurement, and who prefer influencing outcomes through coordination and enablement rather than direct account ownership. The fixed term framing also fits professionals looking to deepen scaled CX expertise within a defined horizon.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Drive scalable customer experiences that create lasting impact.
What if your next role allowed you to shape how customers engage, learn, and grow at scale? As part of Coveo’s Customer Experience organization, you’ll help deliver customer programs that strengthen engagement, accelerate adoption, and elevate the post-sale experience across our global customer base.
You’ll work alongside cross-functional teams to bring customer initiatives to life, from community engagement and Voice of Customer programs to scalable digital experiences. If you enjoy building structure in fast-moving environments and collaborating across teams, this role is for you.
As our Senior Customer Experience Program Manager, you will:
Execute and scale customer engagement programs across the post-sale journey through webinars, office hours, digital touchpoints, and other one-to-many initiatives.
Support and evolve the Coveo Connect community experience by enabling scalable self-service resources, customer engagement programs, and peer-to-peer interactions.
Partner cross-functionally with Technical Programs Managers, Customer Lifecycle Managers, Customer Experience Operations, Marketing, Product, and Support to deliver aligned customer experiences.
Coordinate communications, timelines, workflows, dependencies, and operational readiness across customer engagement initiatives.
Support Voice of Customer (VoC) initiatives through feedback collection, insights synthesis, reporting, and follow-up coordination.
Monitor program performance metrics and contribute to continuous improvement through process, reporting, tooling, and workflow optimization.
Here is what will qualify you for the role:
5+ years of experience in Customer Experience, Customer Success Programs, Program Management, Customer Marketing, or related customer-facing roles in a software-as-a-service (SaaS) environment.
Experience executing cross-functional customer engagement programs in a business-to-business (B2B) environment.
Strong project and program management skills with the ability to manage multiple initiatives simultaneously.
Experience working with customer engagement platforms, customer relationship management (CRM) systems, survey tools, and reporting dashboards.
What will make you stand out:
Experience supporting customer communities, self-service experiences, and scaled engagement programs.
Familiarity with digital customer success, customer lifecycle management, and software adoption strategies.
Experience supporting Voice of Customer initiatives and translating customer feedback into actionable insights.
Proven ability to collaborate effectively with cross-functional and customer-facing technical teams.
Do you think you can bring this role to life? Send us your application, we want to hear from you!
Join the Coveolife!
We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.
This job description was written by humans, assisted by AI. We may leverage technology in our hiring process to help us see the person behind the resume.
Coveo is committed to providing accessible employment practices. If you require accommodation due to a disability at any point during the recruitment process, please contact HR@Coveo.com to discuss your needs.
