ReMatter — Customer Programs
Target Role
Company: ReMatter Title: Customer Programs Manager Role Cluster: Enablement & Adoption
Why This Company
- Sustainability/circular economy platform
- Startup environment (builder opportunity)
- Customer programs role (design + execution)
- Mission-driven company
What They’re Looking For
- Program design and execution
- Customer onboarding and adoption
- Startup comfort (ambiguity, building from scratch)
- Process creation
- Cross-functional collaboration
Positioning Strategy
Headline/Branding
Customer Programs Manager | Onboarding & Adoption | Process Builder
Core Narrative
Position as a builder who can design and execute customer programs from scratch. Emphasize startup-relevant traits: comfort with ambiguity, process creation, rapid iteration.
Key Differentiators for This Role
- Program creation (playbooks adopted 87%)
- Training delivery at scale (120+, 4.8/5)
- Builder mindset for process creation
- Cross-functional collaboration
Skills Emphasized
Primary (Featured Prominently)
- Playbook Development
- Training & Enablement
- Onboarding
- Product Adoption
- Cross-Functional Collaboration
Secondary (Mentioned)
Downplayed/Omitted
- Enterprise language
- Government experience (unless relevant)
- Heavy implementation focus
Projects Emphasized
Lead Projects
- Customer Success Playbook System — Program creation
- Training & Enablement Program — Execution at scale
- First 30 Days Adoption Program — Onboarding design
Supporting Projects
- Pooled Portfolio Model — Scalable programs
- Morton Grove Technology Modernization — Cross-functional leadership
Key Bullet Points Used
Summary Section
Customer Programs professional with 5+ years designing and executing onboarding, enablement, and adoption programs. Builder mindset with experience creating processes, playbooks, and scalable content from scratch. Comfortable with ambiguity and cross-functional collaboration in fast-paced environments.
Key Results
- Designed and implemented customer programs (onboarding, enablement, adoption) achieving 87% adoption across portfolio
- Delivered 120+ customer sessions with 4.8/5 satisfaction
- Created playbooks and self-serve content that scaled customer success without proportional headcount
- Partnered cross-functionally with Sales, Product, and Support to ensure seamless customer experience
- Fed customer insights back to Product to inform roadmap and feature development
Interview Preparation
Key Themes to Hit
- Builder: “I love creating things from scratch—give me a blank slate”
- Startup fit: “I’m comfortable with ambiguity and rapid iteration”
- Programs mindset: “I think about systems, not just individual interactions”
- Mission connection: “Sustainability matters—I want work that has impact”
Application Notes
Resume filename: Jacob_Lawrence_Resume_ReMatter_CSM.pdf
Status: Ready
Customization notes: Emphasize builder/startup traits; lead with program creation; connect to mission if possible