Note: The job is a remote job and is open to candidates in USA. MeridianLink is seeking a Principal Program Manager, Customer Success Enablement to lead enterprise-scale programs across Client Support organizations. The role will drive AI-enabled process transformation, optimize workflows and customer outcomes, manage strategic initiatives, analyze operational data, and partner with cross-functional and executive stakeholders.
Responsibilities
- 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
Skills
- 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
- · 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
- · 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
- · Excellent communication, presentation, and stakeholder management skills, with the ability to influence and drive alignment without direct authority
- Project Management Professional (PMP) or similar certification preferred
- Experience supporting Client Support, CX Operations, or Sales organizations a plus
- Hands-on experience with Claude or similar AI tools preferred
- Experience with business intelligence tools such as Databricks or Sigma preferred
Benefits
- Remote work arrangement
Company Overview
Company H1B Sponsorship