Customer Success Project Manager

About The Role

Our client is seeking an organized, process-driven Customer Success Project Manager to join its Customer Success (CS) Delivery team. This role will serve as the central operational engine for onboarding and managing new customer implementations, which include complex data integration requirements.

Reporting to the Customer Success Program Manager, the Customer Success Project Manager will work directly with the Data Engineering team, Customer Advisors, and People Analytics Delivery Leads.

The individual will be responsible for executing project delivery processes, ensuring all implementations are launched on time, within scope, and adhere to governance standards. This role is essential for maintaining project momentum and managing the critical interface between the customer-facing Delivery team and the technical Data Engineering team.

Key Responsibilities

Project Management & Data Delivery Coordination (80%)

• Own the project lifecycle: Manage the full project lifecycle for all new customer implementations, leading project status updates with customers.
• Scheduling and tracking: Develop, maintain, and own comprehensive project schedules and milestones (using tools like Smartsheet/JIRA) for all projects, providing regular status updates with Delivery Leads and other internal stakeholders.
• Primary liaison between Data Engineering and other stakeholders: Act as the primary point of contact and escalation for project-related coordination on technical and delivery matters.
• Scope and requirements rigor: Partner with Delivery Leads to finalize scope and requirements documentation (data fields, integration method, security/access), flagging scope creep before it impacts delivery.
• Risk and issue management: Identify potential project risks, roadblocks, or integration challenges, developing mitigation plans and escalating critical issues to the Delivery leadership team.
• Process improvement: Drive continuous improvement of project management processes, tools, and templates for data delivery projects using automation to increase efficiency and scalability across the Delivery team, including systems to proactively flag issues and communicate them with the correct stakeholders.

Team Support & Collaboration (20%)

• Support for Delivery Leads: Assist the Delivery Leads by leading project update scheduling, coordination, and tracking, allowing them to focus more on task delivery, enablement, and analytics for the customer.
• Cross-functional alignment: Facilitate communication between Delivery, Data Engineering, Product, and Support teams to ensure seamless handoffs and clarity on technical requirements.
• New Project Scoping: Support Delivery Leads in scoping discussions for new data projects, providing expertise on estimated timelines, dependencies, and complexity of data integration work.
• Internal tech innovation: Accelerate customer time-to-value by collaborating with internal stakeholders to identify, pilot, test, and release new tools that automate data and project management tasks, transforming the implementation process.

Required Qualifications

• 3+ years of experience in a dedicated Project Manager, Scrum Master, or Project Coordinator role, preferably within a SaaS, IT consulting, or data-centric environment.
• Prior exposure to People Analytics, HRIS systems (Workday, SuccessFactors, etc.), or HR data.
• Demonstrated experience managing data or technical projects (e.g., data integration, ETL processes, software implementation).
• Expert-level proficiency with project management tools such as Smartsheet, JIRA, Asana, or similar platforms for scheduling, tracking, and reporting.
• Exceptional organizational skills and a highly disciplined approach to process, documentation, and follow-through.
• Proven ability to manage multiple complex projects simultaneously, with strong prioritization and time management skills.
• Outstanding communication skills, including the ability to translate technical concepts (from Data Engineering) into clear status updates for non-technical stakeholders (Delivery Leads/Customers).

Preferred Qualifications

• Experience working closely with a Data Engineering or ETL team.
• Advanced expertise managing projects with Smartsheet.
• PMP, CAPM, or Scrum certification.

Additional Information

Our client, founded by industry veterans in HR analytics, boasts a strong competitive advantage with its data-first approach to the People Analytics Platform. Joining this organization means:

• Flexibility to work remotely, collaborating with colleagues globally.
• A friendly, inclusive, and respectful workplace culture.
• The opportunity to contribute significantly to a growing company and team.
• Generous compensation and attractive performance pay structure.

Key skills/competency

• Project Management
• Data Integration
• Customer Success
• SaaS
• Smartsheet
• JIRA
• People Analytics
• HRIS
• Risk Management
• Stakeholder Communication