At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers. When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.   Manager, Program Management – Digital Customer Success

Why We Have This Role

We are seeking a strategic and collaborative Manager of Program Managers to lead a high-performing team focused on enabling customer self-service across Qualtrics' Digital Customer Success initiatives. Your team manages critical programs such as event strategies, customer journey mapping, digital engagement journeys (e.g., emails, in-product prompts, etc.), and AI-driven support solutions. This is a leadership role that combines strategic vision, tactical program delivery, and people management. You’ll directly oversee several Program Managers and Associate Program Managers, driving integrated program execution, cross-functional collaboration, and continuous improvement.

How You’ll Find Success

• Empower and Develop Your Team: Foster a collaborative environment that drives growth, accountability, and high performance among your Program Managers, enabling the delivery of impactful self-service customer programs.
• Drive Strategic Program Execution: Oversee end-to-end delivery of diverse digital initiatives—such as onboarding journeys, AI solutions, and event strategies—that enhance customer engagement, adoption, and satisfaction.
• Increase Customer Usage and Maturity: Lead efforts to boost product adoption, deepen feature usage, and elevate customer maturity, creating opportunities for expansion and long-term retention.
• Deliver Operational Efficiency: Streamline processes and eliminate roadblocks to reduce time-to-delivery while maintaining high-quality standards and strong customer impact.
• Innovate Customer Engagement: Explore and implement new channels, technologies, and tactics to meet customers where they are, delivering personalized experiences that drive high CSAT and loyalty.
• Leverage Data to Inform Strategic Decisions: Analyze program results and customer insights to craft narratives for business reviews and forecasting calls, providing leadership with actionable trends that guide continuous program adaptation.
• Build Strong Cross-Functional Partnerships: Collaborate effectively with stakeholders across Product, Support, Analytics, Marketing, and other teams to ensure digital programs align with and support broader Qualtrics objectives.

How You’ll Grow

• Advance Leadership and Strategic Influence: Gain experience managing cross-functional teams and shaping strategic priorities at the organizational level.
• Expand Cross-Functional Expertise: Broaden your understanding of customer success, product adoption, digital marketing, and AI through collaboration on high-impact initiatives.
• Elevate Data-Driven Decision Making: Develop advanced skills in interpreting complex data and leveraging analytics to guide program strategy and executive reporting.
• Drive Innovation and Scalability: Enhance your ability to identify and implement new opportunities for program growth and transformation in customer engagement.

Things You’ll Do

• Lead and Develop Your Team: Coach and mentor a diverse group of Program Managers responsible for managing onboarding, events, AI chatbot optimization, email campaigns, and other digital initiatives.
• Own Customer Self-Service Strategy: Work with your team to craft holistic, strategic approaches that improve how customers access and use Qualtrics’ digital resources, driving scalable success.
• Ensure Program Delivery Excellence: Guide PMs in defining clear objectives, success metrics, timelines, and stakeholder plans, ensuring timely, high-quality execution of projects.
• Collaborate Cross-Functionally: Partner with Product, Support, Analytics, Sales, Marketing, and other teams—as well as broader Qualtrics workstreams—to integrate digital perspectives and maximize customer outcomes.
• Use Data for Continuous Improvement: Oversee program performance analysis with analysts, applying insights to refine initiatives and boost customer satisfaction.
• Optimize Tools and Resources: Manage and recommend improvements to key digital platforms (e.g., ZoomEvents, Gainsight) to enhance program execution efficiency.
• Manage Complex Programs and Escalations: Support your team in addressing challenges, balancing stakeholder expectations, and navigating ambiguity to keep programs on track.
• Key Programs Under Your Leadership
  • AI Program Management: Oversee implementation and optimization of AI-driven customer support solutions like the Berry chatbot to enhance self-service capabilities.
  • Onboarding Journeys: Drive improvements in customer onboarding via multiple channels including emails, checklists, and live office hours.
  • Event Strategy and Execution: Lead coordination of customer-focused digital events that support learning, engagement, and community building.
  • Digital Campaigns and Content: Guide creation and distribution of digital communications such as customer newsletters and targeted email campaigns.

What We’re Looking For On Your Resume

• Proven Leadership Experience: 5+ years managing program managers or cross-functional teams, preferably in customer success, product, or marketing domains focused on digital program delivery.
• Strategic and Analytical Mindset: Aptitude for synthesizing data and customer insights into clear, actionable program strategies and measurable goals.
• Strong Project and Stakeholder Management: Comfort managing multiple complex programs with tight deadlines, diverse stakeholders, and evolving priorities.
• Customer-Centric Approach: Passion for designing user-friendly digital experiences that help customers succeed independently.
• Excellent Communication and Collaboration Skills: Ability to influence and build consensus across teams and senior leadership, driving alignment and results.
• Tech-Savviness: Experience working with digital engagement tools, events platforms, and customer success software (e.g., Gainsight, CRM, analytics platforms).
• Preferred Qualifications:
  • Experience in SaaS or technology companies, ideally within customer success or digital program management functions.
  • Familiarity with customer journey mapping, email automation, event coordination, and AI-powered customer support tools.
  • Prior experience managing remote or distributed teams is a plus.

What You Should Know About This Team

• Opportunity to impact tens of thousands of customers globally by leading critical programs that help customers achieve success at scale.
• Collaborative, mission-driven culture that values diverse perspectives and continuous learning.
• Competitive compensation and benefits package including flexible work arrangements, professional development, and wellness initiatives.
• If you are a strategic, people-oriented leader passionate about driving digital program excellence to empower customers, we want to hear from you!

Our Team’s Favorite Perks and Benefits

• Workspaces: We have quiet spaces to take a call or for deep thinking, and other spaces dedicated to collaboration
• Wellness Reimbursement: This can be put toward wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
• Q Mentor Program: Looking to grow in your career? Get matched with a mentor inside Qualtrics to get meaningful coaching from someone outside your team.
• Experience bonus to be used for an “Experience” of your choosing every year.

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.   Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.   ​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act, Equal Opportunity Employment, Employee Polygraph Protection Act   Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.   Not finding a role that’s the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more. No spam - we promise! You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.