Who you are

- Experience leading complex, cross-functional strategic programs at the executive level and turning ambiguous direction into delivered outcomes without a fully scoped brief

- Experience in Customer Experience, go-to-market, or revenue-facing functions such as Customer Success, Renewals, Sales, or Revenue Operations, with fluency in retention, expansion, and adoption motions and how they contribute to ARR
- The ability to influence senior stakeholders, including executives, and hold them accountable to commitments without formal authority

- Judgment to make high-stakes tactical recommendations under ambiguity, including when data supports changing direction or ending a program

- Data fluency to assess program health, diagnose where work is breaking down, and recommend a data-informed next step

- Strong written and verbal communication, with the ability to move between an executive-ready narrative and execution-level detail

- Comfort operating without established infrastructure and helping build the function's operating model

- Reliable follow-through and the ability to navigate conflict and competing priorities across a broad stakeholder group

What the job involves

- You'll be the Staff Program Manager, CCO Programs, running the cross-functional initiatives on the Chief Customer Officer's (CCO) priority list

- These programs include go-to-market transformation, retention and renewal motions tied to major annual recurring revenue (ARR) goals, the field-to-product feedback loop, and executive engagement with our highest-value accounts

- You'll turn executive intent into workstreams, coordinate senior stakeholders across Sales, Customer Experience, Product, Marketing, Renewals, Professional Services, Data, and Enablement, and make the tactical calls that keep the portfolio honest

- This is a founding seat reporting to the CCO while the broader Programs function is built, and the reporting line may evolve as the team scales
- In your first year,



every CCO-level program will have a clear owner other than the CCO, leadership will trust your data-grounded view of program health, and the portfolio will deliver measurable business outcomes

- Own execution and business outcomes across CCO-level programs, including go-to-market transformation, renewal and retention motions, product feedback loops, and executive sponsorship for top accounts

- Turn CCO direction into workstreams with transparent owners, dependencies, and timelines

- Coordinate senior stakeholders across Sales, Customer Experience, Product, Marketing, Renewals, Professional Services, Data, and Enablement, holding them accountable without direct authority

- Surface stalled work, unowned risks, and slipping timelines so the CCO has a reliable, real-time view of the portfolio

- Recommend scope changes, re-sequencing, or ending a program when it is not delivering value

- Drive follow-through from executive meetings by tracking decisions and action items to completion

- Track program health using data, connect execution to retention, expansion, adoption, and ARR outcomes, and communicate executive-ready narratives

- Build shared standards for tracking, reporting, and handoffs, and iterate plans with functional leaders based on field feedback

- You'll be the first Program Manager supporting CX Executive initiatives and the founding hire in a Programs function that will grow as the CCO's highest-priority cross-functional initiatives outgrow ad hoc ownership
- The team works across the customer lifecycle, from go-to-market strategy and product feedback through renewal, expansion, and executive relationships with large accounts

- We partner with Sales, Customer Experience, Product, Marketing, Data, and Enablement leaders in a globally distributed, largely asynchronous environment to turn CCO commitments into shipped outcomes

Benefits

- We offer benefits to manage your health, wealth, and well-being regardless of location

- Flexibility in schedule to be there for life’s important moments

- Equity compensation & Employee Stock Purchase Plan offered

- Generous Paid Time Off

📌 Staff Program Manager (Canada)
🏢 GitLab
📍 Canada