The Opportunity

We seek a highly motivated and results-oriented Program Manager to assume a pivotal role in the growth and expansion of our paid support programs. You will be a strategic partner to our Sales (both hunting and farming) and Go-to-Market (GTM) teams. Your primary focus will be on expanding the attach rate of paid support to our biggest customers, driving strategy, enabling the sales teams, and managing the pipeline and closures for these programs.

Key Responsibilities

• Growth Strategy & Value Proposition: Define and execute the strategy for paid support growth. Continuously enhance the value proposition, including identifying and developing value-added services to make paid support offerings more compelling and aligned with objectives.
• Sales & GTM Collaboration: Work closely with hunting and farming sales teams to build and drive pipeline, manage closures, and increase program attachment. Act as the key liaison for paid support strategy with sales leadership.
• Sales Enablement: Create and deliver compelling, ROI-driven assets, sales pitches, and other collateral. Act as the subject matter expert on paid support, confidently joining sales teams on customer calls to pitch the value of these programs.
• Operational & Process Excellence: Collaborate with internal teams to improve operational efficiency. Work with support teams to identify and implement process improvements and drive overall governance for paid support programs.
• Governance & Reviews: Drive operational review meetings with cross-functional teams and support leadership to ensure alignment and track progress against goals.
• Data Analysis & Forecasting: Generate and analyze reports on key performance indicators (KPIs) related to paid support growth, pipeline, and attach rates. Use this data, along with data modeling and forecasting, to make data-driven decisions and recommendations for improvements.

Required Qualifications

• Minimum of 6 years of experience in a program management, sales operations, or similar role, demonstrating a successful track record of managing complex global programs.
• A background in a SaaS company is mandatory.
• Proven, hands-on experience working directly with Sales (hunting and farming) and GTM teams to drive revenue, pipeline, or program adoption.
• Demonstrable experience in sales enablement, including creating sales collaterals, ROI-driven assets, and presenting directly to customers.
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making, forecasting, and data modeling.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate effectively with diverse stakeholders, from sales reps to senior leadership.