Program Manager, Customer Success Architecture

About CyberArk:
CyberArk (NASDAQ: CYBR), is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on X, LinkedIn or Facebook.

We’re seeking a Program Manager to join our Customer Success Architecture team, within the Customer Success Strategy & Excellence organization.

You will lead the creation of our Customer Success Path program at CyberArk, which guides customers to achieve their desired business outcomes.

This is a highly influential, visible, and strategic role.  You will collaborate with Technical and Customer teams to develop this program from its early phases, into a mature practice at the heart of our Customer Success framework.

We are looking for someone who is passionate about designing customer programs, enjoys collaborating across a diverse set of players, and is skilled at translating technical concepts into visually clear guidelines.

Responsibilities

• Responsible for designing, executing, and managing the Customer Success Path program, including timelines, milestones, key meetings, and ongoing governance.
• Partner closely with other members of the Customer Success Architecture team to execute the program work
• Lead the development, design, publication, and refinement of outcomes-based Success Paths, detailing product-specific use cases and capabilities which lead to outcomes
• Collaborate with Product and Customer Success teams to create general product-based reference architectures
• Publish designs as high-level 'terminus maps' for internal use and translation into customer-facing materials
• Integrate these ‘terminus maps’ into a comprehensive map across products and capabilities, towards defined business outcomes for CyberArk customers
• Provide guidance on Success Path literacy and usage for both internal teams and customers
• Act as the face of the program, presenting to audiences of all levels
• Collaborate with key teams to map the ideal delivery methods & practices against Success Path use cases, identifying areas of opportunity
• Participate in select cross-functional CX efforts

• Bachelor's degree in a relevant field
• Proven experience in Program Management
• Strong Project Management skills
• Proficiency with diagramming or process flow software tools
• Ability to visualize and illustrate complex concepts in simple ways
• Excellent relationship-building abilities
• Collaborative work style

The salary range for this position is $90,000 – $125,000/year, plus commissions or discretionary bonus, which will be based on the employee’s performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.