Job Requisition ID # 26WD101584 Customer Success Principal Program Manager Position Overview The Customer Success (CS) Principal Program Manager leads complex, cross-functional programs that translate CS strategic priorities into measurable customer and business outcomes. The Customer Success Principal Program Manager performs activities that enable the CS team to operate at a higher level of performance by optimizing how and when the team engages with customers to prevent and mitigate risk to revenue as well as find opportunities for growth in our existing customer base. This role establishes clear program strategy, governance, roadmaps and decision-making, aligns stakeholders across functions, and drives sustainable operational change. Through evidence-based prioritisation, risk management and benefits realisation, the role strengthens how CS delivers customer value, adoption, retention and growth. This role will report to the Senior Manager, Success Delivery Practice within CS Business Excellence organisation. This is a integral role supporting multiple segments and regions. It has no direct reports and leads through influence. Responsibilities
* Program strategy and governance: Design and lead complex programs spanning multiple workstreams, functions or strategic priorities. Define objectives, scope, outcomes, ownership, decision rights, governance and success measures aligned to CS and company goals.
* Customer engagement models: Design, test and evolve CS coverage and segmentation models, playbooks, and digital and high-touch engagement approaches. Align CSM capacity to customer risk and growth opportunity.
* Portfolio and roadmap management: Develop and maintain integrated program roadmaps; assess strategic value, customer impact, dependencies,



risk and capacity; make trade-offs transparent and align leaders on sequencing, investment and priorities.
* Cross-functional leadership and change: Lead cross-functional delivery without relying on formal authority. Secure sponsorship, align stakeholders, manage resistance and build readiness, adoption and sustained changes in ways of working.
* Executive influence and communication: Lead executive governance forums, communicate concise decision-oriented narratives, surface options and recommendations, and secure timely decisions on complex or sensitive issues.
* Risk, issue and escalation management: Anticipate systemic risks and cross-program dependencies; analyze root causes and downstream impacts; establish mitigations, contingencies and timely executive escalations.
* Business outcomes and financial acumen: Define measurable customer and business outcomes using CS metrics such as retention, churn, renewals, health scores, adoption and time-to-value. Identify baselines, targets and benefits and build credible value cases, evaluating costs and resource trade-offs, and tracking benefits beyond delivery milestones.
* Data, insights and performance: Integrate relevant program, customer and business data to identify trends, performance drivers, risks and opportunities. Challenge weak assumptions and translate evidence into decisions and actions.
* Methodologies and operating practices: Apply fit-for-purpose program methods, standards, tools and operating rhythms.



Improve cross-functional processes and balance scalable standards with legitimate local or segment needs.
* AI and automation: Design and apply responsible AI-enabled and automated workflows to improve program planning, coordination, insight, reporting and execution; establish human validation and measure resulting quality or productivity improvements.
* Continuous improvement and domain expertise: Use deep CS lifecycle and operating-model knowledge to diagnose systemic problems, test solutions, scale successful approaches and embed measurable improvements. Share reusable practices and coach colleagues. Minimum Qualifications
* Bachelor's degree or equivalent relevant professional experience.
* 8+ years of experience leading complex, cross-functional programs or strategic initiatives, including 4+ years in Customer Success, customer lifecycle management, or a related post-sale, customer-facing role within a SaaS or subscription-based business.
* Demonstrated ability to influence senior stakeholders, facilitate executive decision-making and lead teams without direct authority.
* Experience in program governance, integrated roadmaps, prioritization, dependency management and risk escalation.
* Ability to build outcome measures, value cases and evidence-based recommendations using business and financial data.
* Strong written communication, executive presentation, facilitation and analytical problem-solving skills.
* Experience leading organizational change and embedding new operating practices; proficiency with modern program-management, reporting and collaboration tools. Preferred Qualifications
* Experience in Customer Success, customer lifecycle management, SaaS or a related customer-facing operating e

📌 Customer Success Program Manager (Barcelona)
🏢 Autodesk
📍 Barcelona