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Customer Experience - Programs Manager


CentralSquare Technologies | Customer Experience | Greensboro, NC

**This position can be worked out of our Sioux Falls or Greensboro office.

Summary:     The Customer Success team is responsible for developing and maintaining excellent relationships with existing clients in order to increase customer satisfaction, retention, referenceability, and revenue.  CentralSquare Technologies is looking for a Customer Success Programs Manager that will be a critical team member to shape and drive our efforts and improve customer adoption, engagement and retention at scale. 


This role is responsible for designing, implementing and executing highly visible tech touch initiatives. You will help focus efforts on key areas of the customer lifecycle while influencing all customer segments.  The ideal candidate is extremely comfortable with data, questions and improves processes and demonstrates excellent critical thinking skills.


Essential Duties and Responsibilities:

  • Help define touchpoints in the lifecycle to engage with customer digitally
  • Coordinate with Customer Success leadership, Product and Marketing on communications to synchronize email outreaches with Customer Success touchpoints
  • Use data and metrics to track and report program/project effectiveness
  • Work with CSMs, CX Leadership and cross-functional teams to develop programs that identify and engage customers based on insights and customer behavior.
  • Work with marketing to create and deploy creative marketing campaigns to engage and motivate customer advocates and assist with customer expansion opportunities
  • Coordinate 1:many webinars, newsletters and email campaign blasts
  • Help the Customer Success team maintain a high level of customer satisfaction and retention
Skills & Requirements


  • Bachelor's degree from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience

  • 2 years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
  • Experience using customer success automation tools, preferably Gainsight

  • Experience with scaling standard experience across a customer base
  • Impressive communication abilities
  • Ability to create structure in ambiguous situations and design effective processes
  • Bias for action
  • Passion for technology and for being a part of a fast-growing company
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)