Software Guidance & Assistance, Inc., (SGA), is searching for a Senior Program Manager, GTM Operations for a contract assignment with one of our premier SaaS clients in San Francisco, CA. Also open to PST remote candidates.
We are building an adoption program for usage-based products across the Creativity & Productivity portfolio. This role sits at the center of that transformation, offering meaningful exposure to how an enterprise business evolves and scales. It is a unique opportunity to help build something new and influence how it develops. This role is part builder, part translator, and part connector. Initially, it spans three core areas:
Program Operations: The largest component of the role, focused on running the operational engine that keeps beta programs and launch activities moving forward.
Customer and Field Feedback Management: Navigating complex feedback and questions from customers and field teams.
Go-To-Market Enablement and Launch Support: Translating insights into enablement materials and launch support that improve how enterprise customers experience our products. The insights you surface from customers and field teams will directly inform and shape our adoption strategy.
You will partner closely with Customer Success, Sales, Product Marketing, Product Management, Engineering, and Analytics teams to ensure customer feedback influences product improvements, launch planning, and adoption initiatives. The ideal candidate is highly organized, customer-focused, and comfortable working across functions to help unlock strategic outcomes.
Responsibilities:
- Program Operations
- Support the execution and day-to-day management of customer beta programs for usage reporting solutions.
- Coordinate onboarding, engagement, and communications with beta customers.
- Own program logistics, including timelines, milestones, action items, risks, and dependencies across workstreams, while holding stakeholders accountable for committed deliverables.
- Identify opportunities to leverage AI tools to reduce manual tracking, reporting, and administrative work.
- Customer and Field Feedback Management
- Serve as the central point of coordination for high volumes of feedback and inquiries from customers, Sales, and Customer Success Managers.
- Aggregate, synthesize, and categorize feedback into clear themes and actionable recommendations.
- Develop recurring reports and executive summaries highlighting customer sentiment, product gaps, and growth opportunities.
- Partner with Product, Data, and other cross-functional teams to ensure customer insights inform product development and prioritization decisions.
- Monitor adoption trends and customer satisfaction metrics, translating insights into recommendations that influence strategy.
- Go-To-Market and Launch Support
- Coordinate field enablement materials, messaging, FAQs, and launch communications.
- Support planning and execution of General Availability (GA) launches.
- Draft customer-facing content, including messaging, FAQs, and launch materials, in partnership with Product Marketing to ensure alignment with broader positioning and brand standards.
- Track launch readiness across Product, Marketing, Sales, and Customer Success teams.
- Measure post-launch adoption and engagement, and identify opportunities for improvement.
Required Skills:
- Bachelor's degree in Marketing, Business, Communications, or a related field. MBA nice to have.
- 6-8 years of experience in Product Marketing, GTM Operations, Program Management, Customer Marketing, Customer Success, or a related discipline.
- Experience supporting product launches, beta programs, customer engagement initiatives, or adoption programs.
- Strong writing skills and the ability to create polished customer-facing content, including messaging, FAQs, and launch materials. This is not a traditional brand or campaign-strategy PMM role; however, the ability to independently develop high-quality draft content, rather than solely briefing others, is important.
- Ability to create and contribute to executive-ready presentations, program updates, and launch communications.
- Proven ability to collaborate effectively across cross-functional teams while navigating competing priorities with professionalism and composure.
- Strong analytical and problem-solving skills, including experience synthesizing both qualitative and quantitative feedback.
- Excellent project management and organizational skills, with the ability to manage multiple priorities simultaneously.
- Demonstrated experience applying AI tools to real-world product marketing or GTM workflows. This team actively uses AI in daily operations and values candidates who can introduce new approaches and best practices.
- A positive attitude, calm and respectful assertiveness, and a sense of humor will go a long way in this role.
- Experience with SaaS products or enterprise software; experience with usage-based business models is a plus.
- Familiarity with customer adoption programs, product usage analytics, and customer engagement metrics is a plus.
- Experience partnering with field organizations, including Sales and Customer Success teams is a plus.
SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .
SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy. #LI-JG1
