Job Summary

The Customer Experience Program Lead for the Customer Success Organization is a senior individual contributor role that will build and govern a unified customer experience program for NetApp's Customer Success Organization, turning post-sales customer feedback into a continuous loop that shapes how the organization's teams drive customer outcomes and closes the gap between customer input and measurable improvement.

At its core, this role aligns delivery teams across the post-sales lifecycle around a shared view of the customer. Reporting to the VP of Business Operations & Strategic Initiatives, this role embeds customer-centricity across NetApp's post-sales experience.

Key Responsibilities

• • Design and own the Unified CX strategy, defining how customer feedback governance and survey coverage work together, and how progress will be measured across CSO.
  • Own execution of the Unified CX program end to end, ensuring its components are delivered on time and meet quality standards.
  • Own the standards governing how customer feedback is captured, routed, and resolved.
  • Drive adoption of the CX strategy across CSO delivery functions and key partner teams, so governance standards translate into consistent, everyday practice.
  • Translate CSO's broader transformation priorities into concrete CX program objectives and practices.
  • Facilitate a recurring cross-functional governance forum, driving alignment and follow-through across participating teams, and inform how resourcing and priorities are allocated based on what that forum surfaces.
  • Synthesize customer feedback and journey signals across disparate sources into a single governed view, converting insight into clear priorities for delivery teams.
  • Continuously assess post-sales outcomes against goals, using results to sharpen the CX strategy and drive corrective action across delivery teams.
  • Operate as a trusted advisor to CSO leadership, communicating strategy, progress, and recommendations directly to executives with clarity and credibility.

Experience and Education

• Bachelor's degree required, advanced degree preferred, with 15+ years of experience in customer success, business operations, or cross-functional program leadership within an enterprise B2B technology or SaaS environment, spanning multiple post-sales functions (e.g., support, professional services, renewals, technical account management).
• Demonstrated track record driving cross-functional outcomes in matrixed organizations and with external partners, without direct reporting authority.
• Experience operating at, and presenting to, senior leadership or executive audiences.
• Data and analytical fluency to analyze customer signals, with experience in CX governance and survey design a plus.