Customer Success Project Manager

Role Overview

• Own the complete lifecycle of non-troubleshooting customer requests including intake, triage, prioritization, and progress tracking
• Serve as the primary coordination point between Customer Success, Product, Engineering, and Operations teams
• Maintain a dynamic, organized backlog of open customer requests with clear timelines, dependencies, and internal ownership assignments
• Execute intelligent prioritization of requests and projects based on limited formal policies, requiring strong business judgment
• Proactively communicate project updates, potential blockers, and revised timelines to Account Managers and directly to clients when appropriate
• Lead client-facing meetings to discuss project scope, requirements, and deliverables
• Build and maintain strong relationships with key customer stakeholders to ensure satisfaction and project success
• Manage customer expectations throughout the project lifecycle, balancing client needs with internal capabilities
• Facilitate weekly syncs and check-ins with cross-functional stakeholders to drive request completion
• Identify recurring or systemic request themes and provide strategic insights to Customer Success and Product leadership
• Build, document, and continuously iterate internal processes for more scalable and efficient request handling
• Collaborate with technical teams to ensure project requirements are clearly defined and executable

Requirements

• 3+ years of experience in project management, program coordination, or client delivery roles, preferably in a SaaS or tech-enabled services environment
• Proven track record of working closely with Customer Success, Product, and Engineering teams in a B2B SaaS context
• Demonstrated experience managing client-facing projects with multiple stakeholders and complex requirements
• Advanced proficiency with project management and task-tracking tools including Asana, Jira, Linear, ClickUp, or Monday.com
• Strong analytical and problem-solving abilities with experience in data-driven decision making
• Exceptional written and verbal communication skills, particularly in customer-facing scenarios
• Proven ability to work independently, manage multiple competing priorities, and thrive in ambiguous environments
• Meticulous attention to detail and strong follow-through capabilities
• Natural ability to build relationships and influence outcomes across cross-functional teams
• Customer-obsessed mindset with a focus on delivering exceptional client experiences