Customer Success Program Manager – Strategic Operations Leader for SaaS‑Driven Restaurant Solutions at Gigology

--- About Remotifyx – Revolutionizing the Restaurant Ecosystem Skillastra is a fast‑growing SaaS pioneer that is reshaping the way restaurants manage their back‑office, accounting, and operational workflows. Our cloud‑native platform delivers a single, unified solution that replaces fragmented spreadsheets, legacy systems, and manual processes with real‑time visibility, predictive analytics, and seamless integrations. By empowering restaurateurs with data‑driven insights, Nexora helps them make smarter decisions, improve margins, and deliver unforgettable guest experiences. Our culture is built on three core pillars: innovation , customer obsession , and continuous growth . We attract top talent who thrive in a collaborative environment, love tackling complex challenges, and are passionate about delivering “best‑in‑class” outcomes for our clients. If you are looking for a place where your ideas matter, where you can shape industry‑changing products, and where you can grow your career alongside visionary leaders, Taskium is the place to be. Role Overview Reporting to the Senior Director of Customer Strategy and Operations, the Customer Success Program Manager (also known as the Customer Success Operations Program Manager) will be the catalyst that drives key initiatives across the Customer Success & Support (CS&S) organization. You will work cross‑functionally with product, engineering, sales, finance, and other business units to ensure that strategic programs are executed on time, within scope, and with measurable impact. Your ability to translate high‑level strategy into actionable roadmaps, monitor progress, mitigate risks, and communicate clearly with stakeholders will be essential to our continued success. Key Responsibilities Program Leadership: Own the end‑to‑end lifecycle of high‑impact CS&S programs—from ideation and business case development through planning, execution, and post‑implementation review. Strategic Alignment: Ensure every initiative aligns with Worklith’s broader objectives, such as customer retention, expansion revenue, operational efficiency, and product adoption. Risk Management: Proactively identify potential roadblocks, develop mitigation plans, and escalates critical issues to senior leadership to keep programs on track. Cross‑Functional Collaboration: Partner with teams across the organization—including Product Management, Engineering, Sales Enablement, Finance, and Marketing—to secure resources, define dependencies, and remove obstacles. Process Documentation: Create and maintain robust program documentation, including charter statements, scope definitions, workflow diagrams, and status dashboards. Automation & Optimization: Champion the use of automation tools and lean methodologies to streamline program delivery, reduce manual effort, and improve data accuracy. Stakeholder Communication: Develop concise, data‑driven updates and executive summaries to keep leadership, partners, and team members informed about progress, risks, and outcomes. Performance Measurement: Define key performance indicators (KPIs) for each program, track results, and present insights that drive continuous improvement. Mentorship & Knowledge Sharing: Coach junior team members on project management best practices and foster a culture of learning within the CS&S organization. Ad Hoc Initiatives: Tackle additional strategic or operational tasks as they arise, ensuring flexibility and responsiveness to evolving business needs. Essential Qualifications Bachelor’s degree in Business Administration, Operations Management, or a related discipline. 7+ years of professional experience in a SaaS environment, preferably within go‑to‑market (GTM) functions such as Customer Success, Sales Operations, or Product Enablement. 3+ years of direct experience managing complex, cross‑functional programs or projects, with a proven track record of delivering results on schedule and budget. Advanced project management expertise, including familiarity with methodologies such as Agile, Scrum, Waterfall, and Lean Six Sigma. Strong analytical abilities; proficiency in data extraction, visualization, and reporting tools (e.g., Excel, Power BI, Tableau, Looker). Hands‑on experience with customer service platforms (e.g., Zendesk, Salesforce Service Cloud) and CRM systems is a plus. Exceptional problem‑solving and critical‑thinking skills, with the ability to distill complex data into clear, actionable insights. Outstanding written and verbal communication skills, capable of influencing senior leaders and diverse stakeholder groups. Demonstrated ability to design and deliver process improvements that result in measurable efficiency gains. Adaptability and resilience in fast‑paced, high‑growth environments; thrives under ambiguity and pressure. Preferred Qualifications & Additional Skills Professional certification such as PMP, PgMP, PRINCE2, or Certified Scrum Master (CSM). Experience with program management tools like Asana, Monday.com