Program/Project Management Lead

About This Role

This Program Manager role supports the CSM & CRM Center of Excellence team by coordinating priority initiatives and improving team collaboration. The initial focus will be on establishing and supporting a new M&A pooled Customer Success Manager (CSM) team, helping to create a welcoming and effective experience for CSMs joining Salesforce through acquisitions. The role suits a collaborative and organized individual who can translate evolving business needs into practical plans and clear communications.

Responsibilities

• Coordinate the planning and day-to-day execution of assigned Account Success programs, including milestones, deliverables, communications, and follow-up actions
• Serve as community lead for the new M&A pooled CSM team, helping foster connection, knowledge sharing, and a sense of belonging across acquired teams
• Partner with team leadership and stakeholders to support onboarding, enablement, community sessions, and recurring engagement activities
• Help establish practical processes, communication channels, and operating rhythms for the community; document resources and ways of working
• Gather input from CSMs and partners, identify common challenges, and recommend incremental improvements to the community experience
• Work with cross-functional teams to clarify goals, responsibilities, timelines, and next steps
• Track program progress, participation, feedback, and relevant measures of success; flag risks or dependencies and coordinate resolutions
• Prepare clear updates, meeting materials, and presentations for team leaders and stakeholders
• Support the investigation and resolution of operational issues by connecting the right partners and tracking follow-through
• Contribute to other Account Success priorities and special projects as business needs evolve

Requirements

• Experience coordinating programs, projects, operations, employee communities, or cross-functional initiatives from planning through execution
• Strong organizational skills and ability to manage multiple workstreams, deadlines, and details
• Clear written and verbal communication skills, with the ability to tailor updates to different audiences
• Ability to build positive working relationships with colleagues across teams, roles, and backgrounds
• Collaborative problem-solving skills, sound judgment, and willingness to seek guidance or escalate issues when appropriate
• Comfort working in an evolving environment, asking questions, and bringing structure to developing processes
• Ability to gather feedback or basic program data, identify patterns, and suggest practical improvements
• Experience facilitating meetings, coordinating stakeholders, and preparing concise presentations or program updates