Strategic Program Director

About the Role

We are seeking an experienced Program Director to serve as the strategic leader and primary point of contact for our most significant strategic customers. This role combines executive relationship management, operational excellence, and cross-functional leadership to ensure customer success, drive adoption, and maximize the value our solutions deliver to these key accounts.

Key Responsibilities

Strategic Relationship Management

• Serve as the primary executive liaison for our largest, most strategic customers.
• Build and maintain trusted relationships with C-suite executives, department heads, and key stakeholders
• Develop deep understanding of the customer's business objectives, challenges, and success metrics
• Act as the customer's advocate internally, ensuring their voice influences product roadmap and company priorities
• Conduct regular executive business reviews to demonstrate value delivered and align on future objectives

Operational Excellence

• Own end-to-end program management for all aspects of the customer relationship including implementation, adoption, support, and expansion initiatives
• Develop and execute comprehensive account plans aligned with customer business outcomes
• Coordinate cross-functional teams including Sales, Product, Engineering, Support, and Professional Services to deliver seamless customer experience
• Establish governance frameworks, cadences, and communication protocols to ensure alignment and accountability
• Monitor health metrics, usage patterns, and customer satisfaction indicators to proactively address risks
• Manage escalations with urgency and coordinate rapid resolution across internal teams

Business Growth & Value Delivery

• Identify expansion opportunities and collaborate with Sales to drive revenue growth within the account
• Lead strategic initiatives to increase product adoption, user engagement, and feature utilization
• Track and report on business outcomes, ROI, and value realization metrics
• Develop and deliver customer success stories, case studies, and reference opportunities
• Negotiate and manage contract renewals in partnership with Sales leadership

Program Leadership

• Build and mentor a cross-functional team supporting this enterprise customer
• Establish best practices, processes, and playbooks for enterprise program management
• Create scalable frameworks that can be applied to other strategic accounts
• Contribute to the evolution of our customer success and program management methodologies

Required Qualifications

• 15+ years of experience in customer success, account management, program management, or consulting roles with enterprise software companies
• Proven track record managing relationships with Fortune 500 or large enterprise customers (50,000+ employees)
• Demonstrated success managing complex, multi-stakeholder programs with annual contract values exceeding $5M
• Strong executive presence with excellent communication skills and ability to influence at the C-level
• Deep understanding of enterprise software implementation and adoption best practices
• Experience coordinating cross-functional teams and driving results in matrix organizations
• Strong analytical skills with ability to translate data into actionable insights and business recommendations
• Bachelor's degree required; MBA or relevant advanced degree preferred

Preferred Qualifications

• Experience in Financial Services and/or Equity Management
• Background in management consulting or enterprise transformation programs
• Technical aptitude with ability to understand complex software architectures and integrations
• Project management certification (PMP, PgMP) or customer success certification (CSM)
• Experience with CRM and customer success platforms (Salesforce, Gainsight, Totango, etc.)

Key Competencies

• Strategic thinking and business acumen
• Executive relationship building and stakeholder management
• Program and project management expertise
• Customer-centric mindset with passion for driving customer outcomes
• Problem-solving and critical thinking abilities
• Collaboration and influence without authority
• Adaptability and resilience in fast-paced environments
• Results orientation with accountability for business outcomes

What Success Looks Like

• Customer renewal rate of 100% with expansion revenue growth year-over-year
• High Net Promoter Score (NPS) and customer satisfaction ratings
• Measurable improvement in product adoption and user engagement metrics
• Strong executive relationships resulting in referenceable customer and case study opportunities and minimal executive escalations
• Proactive identification and mitigation of risks before they impact the relationship
• Seamless coordination across internal teams creating exceptional customer experience
• * At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

Learn more about our high-energy, high-performance global team. Work With Us » insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com) Background checks are required for employment with insightsoftware, where permitted by country, state/province. At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace. insightsoftware is a global provider of comprehensive solutions for the Office of the CFO. We believe an actionable business strategy begins and ends with accessible financial data. With solutions across financial planning and analysis (FP&A), accounting, and operations, we transform how teams operate, empowering leaders to make timely and informed decisions. With data at the heart of everything we do, insightsoftware enables automated processes, delivers trusted insights, boosts predictability, and increases productivity. Learn more at insightsoftware.com. Apply tot his job Apply To this Job