Senior Program Manager, Customer Success

San Francisco

Formation is seeking a Senior Program Manager capable of working across multiple disciplines and industries and able to understand our clients’ businesses and build credibility quickly. They are adaptable, self-starters who are skilled at creating structure in a rapid growth environment.

In this role, you'll drive the adoption and evolution of Formation’s platform for the world's most recognized brands. You will work directly with our customers’ executive and operational teams to envision and leverage our platform to craft engaging customer experiences. You will partner closely with Formation product, data science and engineering team to jointly drive success for your customers.

Successful candidates will demonstrate leadership and flexibility, as well as the ability to build rapport with clients, team members, project managers, and senior executives. The individual in this role must be able to apply skills and methodology to manage others in a highly matrixed environment, proactively mitigate risks, and resolve issues when appropriate.

Key Responsibilities:

  • Lead and own a client account, serving as the single point of contact across all work with that client
  • Act as an advocate for Formation with our clients, working to align use of the Formation product with the client’s priorities and needs
  • Partner with client(s) to understand the organization, business goals, impact and value then work to tailor the project approach, plans and deliverables accordingly
  • Manage a portfolio of projects for the assigned client, ensuring coordination of shared resources, common activities, and other dependencies across projects
  • Maintain relationships at the client and keep clients and stakeholders engaged in the project (ie: status reporting, issues management and risk management)
  • Support the development of internal processes, documentation and knowledge sharing
  • Maintain strong relationships with internal teams to ensure that customer’s needs are advocated for and reflected in future releases and plans, including partnering with Formation Product Managers and Technical Project Managers to design and deliver against customer needs
  • Ensure that the appropriate processes and disciplines are in place to listen and respond to our customers

Skills and Experience:

  • 6-8 years experience in client-facing Enterprise program/project delivery, including program and project management of large, technically complex, multi-disciplinary and full-lifecycle cross-functional projects
  • Has served as an account owner, leading and managing all work with a client
  • Ability and experience working directly with Director / VP level executives in Fortune 500 companies
  • Experience running technical programs within or with marketing organizations preferred but not required
  • Proven ability to build rapport with internal and customer stakeholders across teams and levels
  • Experience setting up and running efficient, lightweight, multi-stakeholder business processes
  • Track record of a consultative and solution-oriented approach for customers
  • Empathetic to customer and end-user needs, with the ability to translate those needs into product solutions
  • Knowledge of customer experience design and/or behavioral data science preferred but not required
  • Management consulting and start-up experience strongly preferred


Formation distills complex customer data into uniquely tailored experiences; we orchestrate physical and digital exchanges into one seamless journey. Our business is building lasting, trusted relationships between people and brands—and making it look easy.

We're already reaching millions of people a day, and we're just getting started. Our founding leadership is equal parts business, design, and engineering—because we believe differing perspectives + passionate discourse achieve the greatest outcomes. We are collectively talented, but also humble. We give our whole selves. We love learning new things.

Formation is committed to inclusion and diversity and is an equal opportunity employer. All applicants will receive consideration without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or veteran status.

Also, we are thrilled to be named one of the Top 50 startups by LinkedIn! Every member of our team makes Formation a special place to work and grow. Come join us and see for yourself!