Program Manager overseeing the planning and execution of CDL - Toronto Sessions at Rotman School of Management. Ensuring event management services and logistics meet client needs.
About the role
- Customer Health Program Manager at TeamViewer improving customer retention and product adoption through strategic initiatives and analytics. Leading cross-functional collaboration to enhance customer success.
Responsibilities
- Develop and maintain a scalable customer health scoring model incorporating usage, engagement, sentiment, support trends, product adoption, and business signals.
- Build and continuously refine health categories (e.g., Healthy, At Risk, Critical) to ensure early risk detection.
- Lead cross-functional alignment on definitions of churn risk, health thresholds, and proactive intervention strategies.
- Design and run targeted customer health programs (e.g., low‑usage outreach, adoption accelerators, renewal risk engagement, feature enablement campaigns).
- Build playbooks and operational workflows for Customer Success Managers, Support, and Sales to act on customer health insights.
- Launch proactive communication programs to address specific customer behaviors (e.g., customers not activating new products, under‑utilizing AI credits, not engaging with support resources).
- Monitor customer health trends and signals, identifying accounts that require proactive engagement.
- Partner with CSMs and Sales to build recovery plans for at‑risk customers.
- Track program impact on customer churn, retention, adoption, and revenue.
- Work closely with Product and Data teams to ensure customer health metrics reflect product usage and customer journey stages.
- Partner with Support to integrate ticket insights into health scoring and risk models.
- Collaborate with Marketing to build customer education, onboarding, and adoption‑driving content.
- Build dashboards and reports to track customer health, adoption, risk trends, and program impact.
- Provide regular reporting to leadership on health trends, root causes, and recommended actions.
- Identify patterns that inform company‑wide improvements.
- Train internal teams on customer health scoring and program processes.
- Drive consistency in how teams identify, communicate, and act on customer risk signals.
- Ensure operational alignment across global teams and continuous improvement of processes.
Requirements
- 5+ years in Customer Success, Program Management, Customer Experience, or Strategy roles.
- Experience creating and managing customer‑facing programs at scale.
- Strong analytical skills with the ability to interpret data and convert insights into action.
- Proven ability to work cross‑functionally and influence without direct authority.
- Excellent communication, storytelling, and presentation skills.
- Familiarity with customer success platforms (e.g., Gainsight, Totango, Salesforce) is highly desirable.
- Background in SaaS, technology, or subscription-based business preferred.
- Customer-centric mindset
- Strong operational and program management skills
- Data-driven decision making
- Stakeholder management and cross-functional leadership
- Problem-solving and critical thinking
- Ability to thrive in fast-paced, evolving environments
- Up to 25% travel requirement
Benefits
- Competitive compensation including stock-based options
- Flexible PTO and paid holidays
- 401(k) with employer matching
- Comprehensive Health insurance package including 100% employer-paid medical coverage
- Up to 12 weeks of Parental Leave
- Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid
- Quarterly teambuilding events, leadership luncheons, and companywide “All Hands” meetings
- Open door policy and business casual dress code
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