Your Role

As the Customer Experience Program Manager, you will be the connective tissue that brings the customer experience strategy to life across the organization. You will own the execution of key CX programs—including NPS, CSAT, and transactional surveys—while building trusted relationships with stakeholders in Customer Success, Support, Product, Marketing, and Engineering. You’ll ensure customer feedback is effectively gathered, communicated, and acted on.

This role is perfect for someone who is detail-oriented, a strong communicator, and passionate about delivering value to both internal teams and customers.

Your Impact

To succeed in this role, you should be passionate about creating frictionless operations to improve the SolarWinds customer experience. You will have the following responsibilities

CX Program Execution

• Manage the execution of NPS, CSAT, onboarding, and transactional surveys, including survey design, testing, deployment, and response tracking.
• Maintain program calendars, stakeholder communication plans, and response timelines.
• Collaborate with the CX Insights team to deliver survey findings and recommendations to business teams.

Stakeholder & Relationship Management

• Serve as the day-to-day liaison between the CX team and cross-functional partners (Product, Sales, Marketing, CS, Support, Digital).
• Partner with business leaders to translate customer feedback into action plans and program roadmaps.
• Facilitate recurring stakeholder meetings and workshops to drive alignment and track progress on CX initiatives.

Internal Communication & Enablement

• Create and manage internal playbooks, templates, and communications to help teams understand and act on customer feedback.
• Develop and deliver internal presentations, “You Said, We Did” campaigns, and success stories to increase visibility of CX wins.

Program Governance & Process Improvement

• Track program health metrics and manage issue resolution and continuous improvements.
• Collaborate with CX Ops and tools teams to improve survey delivery and reporting workflows.
• Ensure consistent documentation, stakeholder updates, and program audit-readiness.

Your Experience

• 5 years of experience in program management, customer success, marketing operations, or customer experience roles—preferably in a B2B SaaS or technology environment.
• Proven experience coordinating and executing survey and customer feedback programs (e.g., NPS, CSAT).
• Excellent stakeholder management and relationship-building skills across global, cross-functional teams.
• Highly organized with a knack for managing multiple programs and deadlines simultaneously.
• Strong verbal and written communication skills—able to tailor messaging for execs, peers, and frontline teams.
• Familiarity with survey platforms (Qualtrics, Medallia, SurveyMonkey) and CRM or workflow tools (Salesforce, Jira, Asana).
• Experience in creating customer-focused internal content and engagement strategies is a plus.
• Bachelor’s degree in Business, Communications, Marketing, or related field.