Lead design and execution of scalable customer experience programs, define KPIs and impact frameworks, use data to optimize outcomes, collaborate cross-functionally, drive process automation and standardization, and report program performance to stakeholders and leadership.
Description
Port is the Agentic SDLC Platform. The way engineering teams build software is constantly evolving, and every new wave - such as AI agents operating across the SDLC - makes engineering more powerful, but also more complex and chaotic.
Port turns that chaos into control: one platform to build, govern, and operate the software development lifecycle, enabling every team to move as fast as technology allows.
Following our $100M Series C funding round, we are entering an exciting stage of significant growth and global expansion. As a product-led company, we believe the recipe for success is a world-class product that speaks for itself.
Role Overview
We are seeking a strategic, technical, and data-driven CS Operations & Programs Manager to join our Customer Experience team, reporting directly to the Head of CX Programs. In this role, you will hold direct end-to-end ownership across three key pillars: leading critical internal and cross-functional CX programs, building scaled automated programs for our Digital Success segment, and hands-on management of our core CS tech stack (HubSpot, Snowflake data mapping, and workflow automations).
Key Responsibilities
- Executive Strategy & Alignment: Partner closely with the GTM leadership team to translate executive priorities into clear operational roadmaps, manage team operating cadences, and drive cross-functional programs.
- Scaled Program Design & Execution: Lead the end-to-end development and implementation of scalable customer programs for our Digital Success segment, including automated onboarding nurtures and early health/risk detection triggers.
- CS Infrastructure & CRM Administration: Directly configure and maintain HubSpot CS workflows, custom properties, project objects, and view structures to streamline daily CS execution and create seamless workflows for customer-facing teams.
- Data Architecture & Customer 360: Partner with Data Analytics and Engineering teams to drive normalization and data hygiene across Snowflake (data warehouse) and HubSpot (CRM) to ensure accurate Customer 360 visibility.
- Cross-Functional Automation: Collaborate with GTM Engineering and IT to spec, deploy, and maintain key workflow integrations (such as n8n or Zapier automations).
- Process Optimization & Triage: Evaluate incoming cross-functional operational requests from CS leadership, building clear business trade-off frameworks to balance immediate triage needs with long-term infrastructure scalability.
- Reporting & Analytics: Build and maintain operational dashboards in Looker, or Tableau to provide leadership with clear visibility into program ROI, account engagement, and retention performance.
- 3+ years of experience in CS Operations, RevOps, or GTM Program Management roles in a fast-growing B2B SaaS environment.
- Proven track record of leading cross-functional and internal programs from executive concept through technical configuration, rollout, and team adoption.
- Hands-on CRM administration experience building and configuring workflows, custom objects, properties, and pipelines in HubSpot (or Salesforce).
- Strong data literacy and understanding of relational database schemas, account ID mapping, and data warehouse environments (Snowflake).
- Working familiarity with workflow automation platforms (n8n, Zapier) and data visualization tools (Looker, Tableau, Metabase).
- Exceptional communication, stakeholder management, and organizational skills, with comfort framing trade-offs and recommendations for executive leadership.
Port.io Boston, Massachusetts, USA Office
33 Arch Street, Boston, MA, United States
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