Principal Program Manager, Customer Success Enablement

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $126k - $214.9k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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MeridianLink

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1998

💳 Fintech

🏦 Banking

☁️ SaaS

💰 $485M Post-IPO Debt on 2021-11

Fintech • Banking • SaaS

MeridianLink is a leading provider of SaaS solutions for financial institutions, specializing in loan origination systems and digital transformation technologies. Their end-to-end platform enhances digital experiences through integration with mortgage LOS, deposit account opening solutions, and more. MeridianLink's cloud-based systems improve efficiency in loan processing and collections, data-driven decision-making, and account management. The company collaborates with partners to expand market reach and drive growth in the fintech industry. With over 25 years of experience, MeridianLink is dedicated to supporting banks, credit unions, and other financial service providers through technology and business intelligence.

📋 Description

• Partner with CX Ops, Client Support, Sales, Engineering, MeridianLink’s Customer Acceleration Program, and executives to streamline workflows and improve handoffs across the customer lifecycle • Optimize Client Support operations by developing data-led engagement strategies for at-risk customers • Lead internal and occasionally external business reviews with leadership and produce corrective action plans • Build cross-functional strategies tied to executive-level initiatives and VP of Customer Success operating-team goals • Design and implement AI-powered workflows, automation, and tooling to improve efficiency, response times, and resolution quality • Lead end-to-end project management, including scoping, timelines, resourcing, stakeholder communication, and execution tracking • Analyze support volume, ticket trends, customer satisfaction, and operational performance data to identify root causes and improvement opportunities • Build and maintain executive-ready dashboards and reports tracking KPIs, process improvements, AI initiatives, ROI, and customer outcomes • Develop documentation, SOPs, enablement resources, and training materials for workflow rollouts and sustained adoption • Serve as a strategic thought partner to Customer Success leadership on ambiguous business challenges

🎯 Requirements

• Bachelor’s degree in Business, Analytics, or a related field, or equivalent combination of education and experience • 8-10 years of experience in Program Management, Project Management, Business Operations, Business Analysis, or a related analytical role • Experience supporting Client Support, CX Operations, or Sales organizations a plus • Ability to operate effectively in a fast-paced, evolving environment with ambiguity, competing priorities, and a high degree of autonomy • Experience implementing AI tools, automation, or technology-enabled process improvements • Hands-on experience with Claude or similar AI tools preferred • Advanced proficiency with Microsoft Office Suite, including PowerPoint, Salesforce, and Salesforce Service Cloud • Strong analytical capabilities, including SQL and Excel • Experience with Databricks or Sigma preferred • Excellent communication, presentation, and stakeholder management skills • PMP or similar certification preferred

🏖️ Benefits

• Insurance coverage (medical, dental, vision, life, and disability) • Flexible paid time off • Paid holidays • 401(k) plan with company match • Remote work