Senior Technical Programs Manager

Role overview

Lead technical customer programs that help enterprise clients adopt and get sustained value from a configurable software platform. The work combines hands-on product guidance, customer data analysis, and program design, with responsibility for engagements across North America and particular attention to customers in Pacific time zones.

Responsibilities

- Design customer programs from planning through delivery, defining target groups, objectives, and measures of success. - Use product activity and customer information to spot adoption opportunities, anticipate obstacles, and recommend practical next steps. - Advise customers on technical choices and product practices, coordinating with internal teams to resolve complex issues. - Guide onboarding, technical enablement, health reviews, and strategic conversations, relating product capabilities to changing customer goals. - Improve engagement methods and operating processes to increase effectiveness and support repeatable programs. - Share guidance across the customer base through webinars, office hours, and community learning resources.

Requirements

- Five or more years working directly with complex enterprise customers in a SaaS environment. - Strong technical understanding of configurable software platforms and the ability to independently advise customers on decisions and best practices. - Experience designing, running, and improving customer programs while managing competing priorities and delivering measurable results. - Strong analytical, communication, and stakeholder management skills, including explaining technical findings to varied audiences.

Nice to have

- Experience using product telemetry, usage analytics, or customer health measures to plan proactive engagement. - A record of scaling customer programs or improving engagement processes. - Experience leading executive reviews, roadmap discussions, or technical workshops.

Benefits and work setup

- Open to candidates located anywhere in Canada; customer coverage focuses in part on the Pacific time zone.