Customer Success Program Manager Jobs in Massachusetts

Every connected-hardware team wants fleet visibility. Getting them there is the job.

nRF Cloud is Nordic Semiconductor's SaaS platform for device observability, fleet analytics, OTA updates, and location services. Our customers ship everything from fitness wearables to home security cameras to medical devices, and rely on us to keep those products working in the field.

You'll own customer onboarding end-to-end and run every engagement like a sprint: scope and success criteria on day one, an accurate timeline, and guiding the customer to first value fast. Our platform deploys quickly. The harder part is people: building alignment where none exists, creating urgency when momentum stalls, and holding the plan together when priorities compete.

We work at startup pace with the scale of a major hardware platform behind us. If this setup sounds like the good part of the job, keep reading.

• Onboarding Leadership: Run each customer engagement as a structured, time-boxed project. Set scope and milestones in week one. Own the project plan from kickoff through first value and into production rollout.
• Organizational Alignment: Find the gaps between the team that championed the purchase and the engineers doing the integration work, then close them. Build the coalition inside the customer's organization that makes adoption stick and gets them the outcomes they signed up for.
• Risk & Blocker Management: Spot the classic onboarding stalls (delayed access, unclear ownership, infrastructure gaps, competing priorities, etc.) while there's still time to fix them, not after the date has slipped. Escalate early and push back when a customer's timeline starts to drift.
• Stakeholder Management: Serve as the primary point of contact for all implementation activities. Coordinate the technical team and stay aligned with the Customer Success Manager. Communicate clearly with engineers, support, QA, and executives alike.
• Training & Enablement: Lead hands-on workshops that take customers from integrated to self-sufficient: engineers who can triage on their own, dashboards the team actually uses, and runbooks for ongoing operations.
• Program Improvement: Help sharpen the onboarding program itself. Spot the patterns behind the engagements that drag and fix the causes, so the next one doesn't.

• 5+ years of experience in technical program management, implementation, professional services, or a similar customer-facing technical role, with 7+ years of overall professional experience.
• Strong project management fundamentals. You run tight sprints, maintain crisp project plans, track milestones with precision, and know which risks surfacing immediately.
• Technical aptitude and genuine curiosity about hardware and IoT. You're fluent in firmware and embedded systems to be credible with engineers and to understand what a completed integration means.
• Willingness to work from our local office at least three days a week.

• A natural activator who creates momentum rather than waiting for it.
• You've experienced first-hand that onboarding failures are organizational, not technical, and you know what to do about it. You're skilled at surfacing misalignment, creating urgency, and helping teams that weren't ready to become ready.
• Comfortable, challenging customers and escalating when needed.
• An excellent communicator who moves fluently between technical and business audiences, from firmware engineers to executives.

Working for Nordic Semiconductor, you will be inspired and supported to develop yourself. Our teams enjoy a professional and informal working environment. We value and encourage the continuous development of skills and expertise to the highest levels. We are proud of our Norwegian heritage, our highly skilled international workforce, world-leading innovation, and professional brilliance. We offer a variety of tasks and projects, and the possibility to work alongside some of the world's most renowned experts within their field. We encourage our employees to question the established and innovate while expecting professionalism, commitment, and the will to learn.

• The salary range for this role is ($155,000 - $195,000). Exact salary is determined by skills, qualifications, and experience.
• We also offer an annual discretionary bonus and long-term incentive plan
• Flexible working hours
• Medical insurance
• Family-friendly policies, insurances, and benefits

• Location: Boston, MA, USA

Please note that this position might be subject to a background check.