{"id":3959575,"url":"https://alion.io/job/360insights-customer-success-program-manager","title":"Customer Success Program Manager","company":{"id":1922262,"name":"360insights","domain":"360insights.com","url":"https://alion.io/company/360insights","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Management","role_family":"Management","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Whitby, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Confluence","optional":false},{"name":"SharePoint","optional":false}],"status":"live","first_seen_at":"2026-09-21T21:00:46Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-11-09T10:44:57Z","board_verified":true,"closed_at":null,"days_open":48,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":48},"description":"About 360insights\n360insights orchestrates how brands engage and grow their complex partner ecosystems. Our unified platform brings together streamlined experiences, incentives, and services so brands can coordinate go-to-market efforts with clarity, consistency, and control. Built for organizations with indirect channels and complex global incentive programs, we are trusted by leading brands worldwide.\nWe believe in “Experiences that create growth. Growth that creates experiences.” Through learning and development programs and mentorship, we provide the support, tools, and opportunities you need to grow and succeed as an Insighter.\nWe welcome talent from all backgrounds and are committed to equal opportunity regardless of race, religion, ethnicity, age, disability, sexual orientation, or gender identity. Accommodations are available throughout the hiring process upon request. Learn more about our DEIB vision on our website.\nAbout the role\nThis is an existing vacancy.\nAs the primary client contact, you play a key role in ensuring program success and high client satisfaction. This role partners closely with clients and internal teams to manage operations, proactively meet SLAs, and deliver exceptional support. Through strong relationship building, clear communication, and the use of data and industry insights, you will help clients achieve high-performing programs. This role is well suited to someone with experience in Customer Success, Client Services, or Program Management who enjoys balancing strategy with execution.\nWhat you'll do\nOperational Management: \nCreate and track operationalclient requests through to resolution \ntechnology requests with technical services/application support teams \nclient support requests with VIP / client support teams. \nInclude training and follow up on requests as needed \nOversee program intake processes for new and existing clients. \nDeliver regular operational reporting (ad-hoc, automated, and dashboarding). \nMonitor program metrics and performance with analysis \nHandle marketing requests and provide VIP/client support. \nSupport implementations, including training and follow-up. \nManage risk and compliance tasks, ensuring all processes are followed. \nClient Engagement: \nLead client meetings - regular client meetings and EBRs quarterly or semi-annually as per client requirements. \nDevelop and maintain regular touchpoints with clients to deliver key performance metricsand operational updates.\nMaintain knowledge of current industry trends by collaborating with other internal teams and provide clients with industry best practices. \nAdvise clients on how to best leverage the 360 technology. \nCollaboration: \nParticipate in discussions regarding integrations, data feeds, APIs, and SFTP sites. \nCollaborate with internal teams to champion client programs and advocate for client enhancement requests. \nFacilitateregularmeetings with internal teams and monthly meetings with Account Managers on potential growth opportunities. \nSupport the Customer Care team with training and collaboration, maintaining a regular training cadence. \nCollaborate with sales for support and reporting on client needs. \n\nTraining and Documentation: \nDevelop, implement, and maintain internal and external training materials and user guides. \nManage handoff documentation and maintain business requirement documentation and SOWs. \nMaintain internal client SharePoint folders and internal Confluence pages. \n\nData Analysis and Reporting: \nTrack lessons learned throughout programs and provide relevant reporting to stakeholders, including providing supporting data analysis for Executive Business Reviews \nAnalyze and recommend changes based on lessons learned. \nMaintain weekly operational reporting dashboardsfocused on key health metrics. \nMonitor SLAs and review operational reports to proactively address client issues. \nHighlight program trends and areas for improvement, presenting findings to client stakeholders throughout the life of the program. \n\nEscalation Management: \nProvide operational oversight for client escalations and necessary data. \nCollaborate with internal teams on operational data for escalations. \nImplement root cause analyses for major escalations, leading resolutions and communicating with stakeholders regularly. \nWhat you'll bring\n3-5 years’ experience in Client Program Management, Customer Success, or Client Operations\nExperience facilitating client meetings\nStrong client service skills and a professional, calm approach\nConfidence working with data, dashboards, and operational reporting\nProven ability to manage multiple workstreams and competing priorities\nExperience coordinating across teams without formal authority\nStrong written and verbal communication skills\nComfortable handling conflict and escalations constructively\nFamiliarity with ticket or case-management systems\nAbility to work independently in a fast-paced environment\nIn addition to base salary we offer bonus, stock options plus a wide range of benefits.","description_format":"text","description_chars":5017,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Stock options"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sales & Marketing","Gift Cards & Loyalty Programs","Loyalty Programs"],"lifecycle":[{"event":"open","at":"2026-11-09T10:44:57Z"}],"visa":[{"country":"CA","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"Positions approved through LMIA in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"High Wage","cap_exempt":false,"checked_at":"2026-11-09T07:32:21+00:00","sources":["ESDC: employers issued a positive LMIA"],"filings_for_role_12m":0}],"liveness":{"score":25,"band":"fade","label":"Fading","p_open":1,"p_active":0.567,"p_room":0.45,"age_days":48,"expected_fill_days":26,"reasons":["conf:1","win:tail"],"computed_at":"2026-11-09T12:25:07Z"},"pay":null,"html_url":"https://alion.io/job/360insights-customer-success-program-manager","json_url":"https://alion.io/job/360insights-customer-success-program-manager.json","meta":{"generated_at":"2026-11-09T12:25:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15402,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1922262},"rest":"https://alion.io/mcp/rest/get_company?id=1922262"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2F360insights-customer-success-program-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2F360insights-customer-success-program-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2F360insights-customer-success-program-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/360insights-customer-success-program-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2F360insights-customer-success-program-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3959575}},{"tool":"search_jobs","arguments":{"company":"360insights.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3959575},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}