Senior Manager, Program Manager

This role owns the customer success lifecycle from onboarding through renewal, driving net programme growth through proactive relationship management, structured renewal conversations and systematic upsell capture. Own the health and perceived value of assigned mastermind and masterclass programmes, ensuring client satisfaction and programme quality. Drive net programme growth through proactive renewal conversations, upsell capture and churn reduction. Demonstrate commercial drive by identifying upsell opportunities and working across departments to maximise programme value. Develop professional relationships with clients that result in stable, long-term retention and referrals. Maintain accurate records of client interactions, renewal status and programme health in Salesforce. Produce KPIs with supporting analysis and report on programme performance, highlighting areas for ongoing growth and improvement. Liaise with internal departments including Sales, Account Management and CDT to ensure alignment on client status and opportunities. Attend weekly capacity and VIP meetings to flag renewal-critical or high-risk attendees to the wider team.