Program Manager- Customer Success

Your Journey at Crowe Starts Here:

At Crowe, you can build a meaningful and rewarding career. With real flexibility to balance work with life moments, you're trusted to deliver results and make an impact. We embrace you for who you are, care for your well-being, and nurture your career. Everyone has equitable access to opportunities for career growth and leadership. Over our 80-year history, delivering excellent service through innovation has been a core part of our DNA across our audit, tax, and consulting groups. That's why we continuously invest in innovative ideas, such as AI-enabled insights and technology-powered solutions, to enhance our services. Join us at Crowe and embark on a career where you can help shape the future of our industry.

Job Description:

Crowe is a leading accounting, consulting, and technology firm that combines deep specialization with innovative thinking to deliver lasting value for clients. At Crowe, you'll have the opportunity to be bold, bring your authentic self, and pursue continuous growth. Learn more

We are seeking a Program Manager with 6+ years of experience to lead customer success programs for ERP clients. This senior role requires deep expertise in account management, customer success strategy, and ERP post-implementation support.

As a Program Manager, you will oversee multiple customer success engagements, ensuring consistent delivery of value to clients. You will manage escalations, drive adoption and retention strategies, and act as a trusted advisor to executive stakeholders. You will also provide leadership to the customer success team and collaborate with consulting leadership to improve frameworks and best practices.

• Lead ERP customer success programs across multiple accounts.
• Partner with account managers and consultants to define and execute customer success strategies.
• Monitor client health metrics, adoption rates, and renewal indicators.
• Serve as an escalation point for complex client issues and oversee resolution.
• Facilitate executive-level client meetings and present success reviews.
• Ensure alignment between customer success activities and client business objectives.
• Provide governance and reporting on customer success programs, including KPIs and ROI.
• Mentor and develop coordinators and managers within the customer success team.
• Drive continuous improvement of customer success frameworks, methodologies, and tools.
• Build trusted advisor relationships with senior client executives.

• Bachelor's degree in Business, Information Systems, Project Management, or related field.
• 6+ years of experience in customer success, account management, or ERP consulting.
• Proven experience managing large client portfolios and complex escalations.
• Strong knowledge of ERP platforms such as Dynamics 365, Oracle, SAP, or NetSuite.
• Excellent communication, negotiation, and stakeholder management skills.
• Proficiency with CRM, customer success platforms, and project management tools.
• Strong leadership and mentoring experience.

• PMP, PgMP, or Customer Success Manager certification.
• Prior consulting or professional services leadership experience.
• Familiarity with ERP post-implementation support and adoption frameworks.

We expect the candidate to uphold Crowe's values of Care, Trust, Courage, and Stewardship. These values define who we are. We expect all of our people to act ethically and with integrity at all times.

Our Benefits:
At Crowe, we know that great people are what makes a great firm. We value our people and offer employees a comprehensive benefits package. Learn more about what working at Crowe can mean for you

How You Can Grow:
We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations. Learn more about where talent can prosper

More about Crowe:

C3 India Delivery Centre LLP formerly known as Crowe Howarth IT Services LLP is a wholly owned subsidiary of Crowe LLP (U.S.A.), a public accounting, consulting and technology firm with offices around the world. Crowe LLP is an independent member firm of Crowe Global, one of the largest global accounting networks in the world. The network consists of more than 200 independent accounting and advisory firms in more than 130 countries around the world.

Crowe does not accept unsolicited candidates, referrals or resumes from any staffing agency, recruiting service, sourcing entity or any other third-party paid service at any time. Any referrals, resumes or candidates submitted to Crowe, or any employee or owner of Crowe without a pre-existing agreement signed by both parties covering the submission will be considered the property of Crowe, and free of charge.