Senior Program Manager, Enterprise Customer Success

Impinj is a leading RAIN RFID provider and Internet of Things pioneer. We’re inventing ways to connect every thing to the Internet — including retail apparel, retail general merchandise, healthcare items, automobile parts, airline baggage, food and much more. With more than 100 billion items connected to date, and multiple Fortune 500 enterprises around the world using our platform, we solve for a better understanding of our world. If it’s a thing, we’re working to connect it. Join Impinj and help us realize our vision of a boundless IoT— connecting trillions of everyday items to the Internet. 

Overview

The Senior Program Manager, Enterprise Customer Success will lead the design, implementation, and optimization of customer success programs for our most strategic enterprise accounts. This role combines program management expertise with deep customer advocacy, ensuring our enterprise customers achieve maximum value from our solutions while driving sustainable growth for the organization. 

We’re looking for someone who brings a passion for customer success and a proactive approach to identifying and removing obstacles that may impact program delivery. This individual will play a critical role in ensuring Impinj delivers on its commitments and drives meaningful outcomes for our customers—even when navigating complex challenges.

What You Will Do:

• Design and lead scalable customer success programs for enterprise customers, coordinating across Sales, Product, Engineering, Support and Operations to deliver cohesive customer experiences
• Lead and influence cross-functional initiatives involving multiple internal teams, external partners, and enterprise stakeholders without direct authority
• Establish program governance frameworks, including regular executive reviews, escalation processes, and aligning strategic priorities which influence resource allocation decisions

• Conduct regular business reviews and facilitate customer advisory sessions to assess satisfaction, gather actionable feedback and identify opportunities for improvement
• Serve as the primary advocate for enterprise customer needs, ensuring their perspectives inform strategic planning and decision-making

• Build and maintain trusted relationships with enterprise customers and internal stakeholders, providing transparent communication of program updates, milestones, and strategic outcomes to senior leadership
• Develop and manage detailed project plans, timelines, and resource allocations, while tracking progress, addressing risks and dependencies, and ensuring timely delivery of complex initiatives
• Develop and implement standardized, data-driven processes and tools to enhance the enterprise customer experience, including the design of models and procedures for collecting and analyzing customer interaction data (e.g., NPS, CSAT) to identify trends and drive continuous improvement

What You Will Bring:

•  8+ years of progressive experience in customer success, program management, or business operations within B2B technology environment 
• Experience managing enterprise customer relationships (>$1M ARR accounts preferred) with a proven track record of leading complex, cross-functional initiatives and delivering high-stakes projects

• Experience in IoT, RFID, or technology hardware industries, with the ability to communicate technical solutions effectively 

• Background in management consulting or business operations, with a focus on scalable process and program development. 

• Relevant certifications such as Six Sigma, PMP, or equivalent, demonstrating expertise in structured program execution

• Strong ability to understand and articulate customer needs, ensuring their perspectives inform strategic planning

• Excellent communication and relationship-building skills, with a track record of influencing teams and presenting to executive audiences
• Bachelor’s degree or equivalent experience in a technical field

Compensation & Benefits:

The benefits listed below may vary depending on the nature of your employment with Impinj and the country where you work.

The typical base pay range for this role across the US is $115,000 - $190,000. Individual base pay depends on various factors such as complexity and responsibility of role, job duties, requirements, and relevant experience and skills. Both market wage data and the mid-point of the pay range is reviewed and used as the starting point for all new hire offers. Offers are made within the base pay range applicable at the time.

At Impinj certain roles are eligible for additional rewards, including merit increases, annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role. US based employees have access to healthcare benefits; a 401(k) plan and company match among others.

For a more comprehensive list of US employment benefits, click here. 

US Export Controls:

This position has access to technologies or data subject to U.S. export control regulations. Under these laws, the release or transfer of export-controlled items or information to individuals who are not classified as "U.S. persons" (as defined by Immigration & Nationality Act) may require prior authorization from the U.S. government. We may require additional documentation related to national identity to determine whether an export compliance license is required for any export-controlled items. This information is requested solely for the purpose of complying with U.S. export control laws and will not be used for other purposes. Learn more about export compliance here.

Why work at Impinj:

Know you’re making a difference. Competitive benefits. Support for remote work or a desk with a view. Weekly Q&A sessions with our executive team. Impinj provides an environment that fosters openness and innovation and is developing technology that delivers a positive impact on the world. Collaboration and teamwork are highly valued, and accomplishments are duly celebrated. We have an open paid time-off policy paired with a respect for work/life balance. Our headquarters is located in Seattle with spectacular views of the Olympics, Lake Union, and Mt Baker, which can be enjoyed from our rooftop deck. Our Brazilian site is in Porto Alegre, Rio Grande do Sul state, at “Tecnopuc,” a technology park that offers a very nice workplace for the development of groundbreaking technologies. Impinj is committed to creating a diverse and inclusive work environment and welcomes applicants from all backgrounds.

We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.