meridianlink

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Principal Program Manager, Customer Success Enablement

Position Summary:

The Principal Program Manager, Customer Success Enablement, is responsible for enterprise-scale programs across Client Support organizations, driving AI-enabled process transformation through business analysis, program management, thought leadership, and cross-functional execution. Reporting to the VP, Customer Success Enablement, this role will improve Client Support efficiency, response times, case resolution quality, and customer outcomes. Additionally, this role will partner with the Director of Customer Acceleration Program (CAP) by providing analysis, insights, and workflow optimization to address our most At Risk customers. The incumbent will partner closely with Client Support, CX Operations, Engineering/IT, and Sales teams to design improvement opportunities, measure operational processes, and drive strategic initiatives with visibility to executive leadership. The Principal Program Manager, Customer Success Enablement, is a highly visible, entrepreneurial role for an individual who thrives in ambiguity, enjoys building solutions from scratch and is comfortable partnering with executive leaders, including the Chief Customer Officer, to drive meaningful business impact.

Expected Duties:

· Partner with CX Ops, Client Support, Sales, Engineering, MeridianLink’s Customer Acceleration Program (CAP), and Executives to streamline workflows and improve handoffs across the customer lifecycle.

· Optimize Client Support operations by developing engagement strategies for at-risk customers using a data-led business analyst approach.

· Lead internal, and at times external, business reviews with leadership that produce corrective action plans for improving the customer experience across the customer journey

· Build strategies with cross-functional stakeholders that are tied to executive level initiatives and are nested within the VP of Customer Success’s operating team goals

· Design and implement AI-powered workflows, automation, and tooling to improve Client Support teams’ efficiency, response times, and resolution quality.

· Lead end-to-end project management for customer success initiatives, including scoping, timelines, resourcing, stakeholder communication, and execution tracking.[ZW1]

· Analyze support volume, ticket trends, customer satisfaction, and operational performance data to identify root causes, improvement opportunities, and measurable business impact.

· Build and maintain executive-ready dashboards and reports tracking KPIs tied to process improvements, AI initiatives, ROI, and customer outcomes.

· Develop documentation, SOPs, enablement resources, and training materials to support workflow rollouts and sustained adoption.

· Serve as a strategic thought partner to Customer Success leadership by bringing a test-and-learn mindset, creative problem solving, and strong executive presence to ambiguous business challenges.

Qualifications: Knowledge, Skills, and Abilities

This position will have a full understanding of the areas of responsibility for this role and perform all aspects of the role independently. The role will have work that includes new, highly complex, or highly impactful to the business. The individual should have complete knowledge and a full understanding of the area of specialization, principles, and practices within a professional discipline. The role will include work on problems of diverse scopes where analysis of information requires evaluation of identifiable factors. Work is expected to be done independently through independent judgment.

· Bachelor’s degree in Business, Analytics, or a related field, or equivalent combination of education and experience; Project Management Professional (PMP) or similar certification preferred.

· 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.

· Demonstrated ability to operate effectively in a fast-paced, evolving environment with ambiguity, competing priorities, and a high degree of autonomy.

· Demonstrated 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 for executive-level presentations and communications, Salesforce, and Salesforce Service Cloud.

· Strong analytical capabilities, including SQL and Excel; experience with business intelligence tools such as Databricks or Sigma preferred.

· Excellent communication, presentation, and stakeholder management skills, with the ability to influence and drive alignment without direct authority.

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What this application asks

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Name, Email, Resume

  • Phone Number
  • Are you eighteen years of age or older? yes / no
  • May MeridianLink contact your CURRENT or MOST RECENT employer? yes / no
  • May MeridianLink Contact your PAST employers? yes / no
  • Have you ever been fired or asked to resign to avoid being fired from a job? yes / no
  • Can you perform the essential functions of this job with or without reasonable accomodation? yes / no
  • Will you now or in the future require sponsorship (i.e. H-1B visa ect.) to legally work in the United States? yes / no
  • Location
  • I understand that as permitted by law, MeridianLink will conduct an investigative consumer report. I understand the scope of this consumer report may include verification of my references, employment history, credit and indebtedness, criminal conviction history, educational and training background and other matters related to my suitability for employment. Upon timely written request to the personnel department of MeridianLink, the nature and scope of the report will be disclosed to me. If I am offered employment with MeridianLink, I understand that the offer will be conditioned on passing a pre-employment drug screen, timely submitting valid documentation that confirms my identity and authorization to work in the United States, and reading and agreeing to comply with the MeridianLink policies as stated in its Employee Handbook. I certify that the answers given by me in this employment application are true, correct and complete. I agree that the company shall not be liable, in any respect, if my employment is terminated because of misstatements or pertinent omissions made by me in this application. Moreover, I understand that all offers of employment are contingent upon passing the company's prescribed credit check and background screen. A copy of this form may be used as the original. The use of results from this form and/or tests will be used for prudent employment decisions. It is agreed and understood that completion of this application does not mean a job opening exists and in no way obligates the company to employ me. In the event of employment, I will comply with all company rules and regulations as established from time to time. I am willing to work all assigned overtime or other special work assignments as requested by the company. I also understand that MeridianLink, Inc. retains the right to amend, modify, add or delete any or all policies or procedures at its sole and absolute discretion. I understand that nothing contained herein is intended to create a contract between the company and me for either employment or the provision of any compensation or benefits. I hereby understand and acknowledge that any employment relationship with this Company is of an “At-Will” nature, which means that the Employee may resign at any time and the Employer may discharge Employee at any time, with or without notice, with or without cause. It is further understood that this ‘At-Will’ employment relationship may not be changed by any written document or by verbal agreement unless such change is specifically acknowledged in writing by an authorized Executive of this Company. During my employment with MeridianLink, Inc. and after my employment ends, I agree not to disclose any confidential or proprietary information regarding operating and trade secrets. CERTIFICATE OF APPLICANT: I certify that all statements made in this application and attachments are true, and I agree and understand that misstatements or omissions of any material fact may be cause for disqualification or dismissal from employment with MeridianLink choose one
  • Please let us know where you heard about this job opening? choose one
  • If Referral please add name below. optional
  • If above question is "Other" please add the source below.  written answer · optional

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