The Program Manager will enhance customer onboarding and retention by designing processes, building playbooks, tracking lifecycle metrics, and collaborating with various teams.
Sprinto is a leading platform that automates information security compliance. By raising the bar on information security, Sprinto ensures compliance, healthy operational practices, and the ability for businesses to grow and scale with unwavering confidence. We are a team of 300+ employees, helping 2000+ customers across 75+ countries. We are funded by top investment funds Accel, Elevation, & Blume and have raised $32M in funding, including our latest Series B round.
As we grow, ensuring consistent, measurable, and delightful customer experiences across onboarding, adoption, and retention is critical to our success.
We are looking for a Program Manager to own the customer lifecycle program for our “Launch” segment, focusing on improving onboarding throughput and accelerating time-to-value through strong program governance and operational execution.
About the Role
This role sits within the Strategy & Operations team, acting as a co-owner for the “Launch” segment (early-stage customer cohort) of our customer base. You’ll work closely with the CX team and collaborate cross-functionally with Sales, Product, and Marketing to design and continuously post-sale customer journeys, from onboarding to renewal.
This is a high-visibility, high-impact role for someone who thrives on creating structure in chaos, aligning multiple teams, and driving performance through process, data, and systems.
What You’ll Do
- Design onboarding journeys, touchpoint cadences, and retention interventions that accelerate time-to-value and improve early-stage customer engagement.
- Build standardized playbooks for onboarding, adoption, and value realization across customer types to enable scale and consistency.
- Implement lifecycle programs in collaboration with relevant stakeholders in CX, Product, and RevOps, ensuring clear adoption plans, documentation, and training.
- Track key lifecycle KPIs such as onboarding completion time, time-to-value, expansion rate, retention, and customer health scores.
- Run weekly operating rhythms (reviews, retrospectives, and stand-ups) to drive accountability and cross-functional progress.
- Experiment with A/B tests and workflow variations to improve activation, engagement, and retention outcomes.
- Troubleshoot process gaps, tool misalignments, and handoff issues through root-cause deep dives.
- Collaborate with stakeholders within RevOps, CX, and Product to ensure clean data flows, unified metrics, and automation of key lifecycle steps.
What We’re Looking For
- 4-6 years of total experience in a business role, from which at least 3 years in program management or strategy & operations is a must.
- Experienced candidates with backgrounds in SaaS, consulting, or operations-heavy businesses (e.g., marketplaces, logistics, quick commerce, fintech, B2B services, etc.) will be preferred.
- An understanding of Customer Success and Account Management is desirable.
- Strong familiarity with customer lifecycle metrics and funnel-based thinking.
- Demonstrated ability to build scalable operational playbooks and roll them out across cross-functional teams.
- Excellent data fluency and proficient with spreadsheets, dashboards, and working with BI teams or tools (e.g., Metabase, Looker, Tableau).
- Some proficiency with workflow automation tools is desirable (e.g., Zapier, n8n).
- Strong verbal and written communication skills.
- Clear, structured thinker with a bias for action and strong execution ownership.
- A collaborative work ethic with the ability to influence and work cross-functionally with GTM, Success, Support, and Product teams.
Experience:
Skills:
Mindset:
Why Sprinto?
This is a rare opportunity to own a key business opportunity at a critical stage of Sprinto’s growth. You will have the chance to design processes from scratch, implement at scale, and continuously improve how we deliver value to our customers. If you thrive on bringing clarity to complexity and enjoy driving cross-functional impact, this role is for you.
Top Skills
Looker
Metabase
N8N
Tableau
Zapier
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