Senior Program Manager, Customer Experience

Job not on LinkedIn

🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $142.5k - $150k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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PERSUIT

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

⚖️ Legal

☁️ SaaS

Consulting • Legal • SaaS

PERSUIT is a company that empowers legal leaders to make data-driven decisions for working with external legal counsel. They focus on helping large corporations select the right law firms and manage relationships with outside counsel through a transparent and repeatable process. Their platform offers features such as alternative fee arrangements, value-based pricing, market intelligence, and AI-driven solutions to enhance legal sourcing and operations. By utilizing PERSUIT, companies can reduce costs and improve efficiencies in managing their legal needs.

📋 Description

• Own end-to-end delivery of 2–4 concurrent strategic programs for Fortune 100 and Fortune 500 clients • Lead programs from Sales handover through go-live and transition to Customer Success, delivering against the Statement of Work on time, on budget, and in scope • Run steering committees and executive reporting • Maintain decision, change, risk, and issue logs • Anticipate risks and dependencies and escalate issues early • Lead requirements gathering with Solutions Architects and engineers • Oversee configuration, data migration, and integrations with client e-billing and AP systems • Define go-live criteria and UAT standards • Manage cutover and go-live readiness • Manage change control against the Statement of Work and support Statement of Work drafting for new work • Drive client adoption and change management to deliver measurable value • Coordinate with client legal, procurement, finance, and IT teams, consultants, vendors, and internal teams • Feed implementation insights to Product and Engineering • Coach Onboarding Managers through coaching and program reviews • Build and improve playbooks for governance, change control, risk, and reporting

🎯 Requirements

• 8+ years of client-facing program or project management experience in enterprise SaaS implementations, including technical discovery, integrations, and data migration • A track record of building or significantly improving program management processes • Experience working to Statements of Work and holding a clear scope line with clients • Experience running committee-led governance and managing executive stakeholders at Fortune 500 or equivalent organizations • Skilled at setting direction for stakeholders who may not yet know what they need, managing expectations, and pushing back when needed • Clear communicator who can translate complexity for technical and non-technical audiences • Experience managing programs that need significant internal coordination across Product, Engineering, and go-to-market teams • Confident using program management software and AI tools to work efficiently and scale delivery • Experience in legal technology, legal operations, or legal spend management is advantageous • PMP, PgMP, PRINCE2, or similar certification is a plus, not a requirement • Experience with e-billing, AP, or procurement systems such as Coupa or SAP Ariba, particularly for financial services or other regulated clients, is advantageous • Experience at a high-growth SaaS company where processes are still being built is advantageous • Experience building governance playbooks, delivery templates, or enablement resources used across a team is advantageous • U.S.-based work authorization required; current, valid authorization in the country where the role is based • Visa or work permit sponsorship is not available

🏖️ Benefits

• Health Care Plan (Medical, Dental & Vision) • Retirement Plan (401k, IRA) • Paid Time Off (Vacation, Sick & Public Holidays) • Family Leave (Maternity, Paternity) • Training & Development • Wellness Resources