Customer Success - Strategic Projects Manager

Summary

Join Contentsquare's Customer Success Operations team as a Project Manager to lead strategic initiatives, drive business insights, and improve process execution. You will plan, execute, and deliver projects, working with cross-functional teams to define goals and success metrics. Responsibilities include facilitating discovery sessions, managing multiple projects, driving execution through clear communication, and influencing the operational roadmap. You will identify and implement workflow improvements, facilitate change management, establish KPIs, and report on project progress. The ideal candidate will have 3+ years of experience in project or program management, ideally within a Customer Success or operations environment, and strong organizational, communication, and data management skills.

Requirements

• 3+ years of experience in project or program management, ideally within a Customer Success or operations environment
• Demonstrated experience in managing cross-functional projects from initiation to completion
• Strong organizational and time management skills
• Excellent written and verbal communication skills
• Excellence in data management and systems usage
• Team player attitude and a global mindset
• Excel/Google Sheet experience and an aptitude for learning new systems
• Strong collaborative skills and the ability to influence peers and management
• Independently capable of seeking information, solving conceptual problems, corralling resources, and delivering results in complicated situations
• Comfortable analyzing data and presenting to leadership in a thoughtful and concise manner
• Takes a high degree of ownership over their work
• Data-driven, curious, and deeply passionate about Customer Success
• Lead with creative problem-solving, and leverage data to drive influence and strategy while thinking of systems holistically
• Have a customer-centric mindset and understand that the end goal is to retain and grow our customer base
• Able to drive change management and develop methods to measure and systemize KPIs
• This is a demanding role that requires strong prioritization and interpersonal skills

Responsibilities

• Lead the planning, execution, and delivery of strategic projects as prioritized by the Customer Success Leadership team
• Work with Customer Success leadership and cross-functional partners to define project goals, success metrics, system requirements, and key deliverables
• Facilitate discovery sessions to understand pain points and desired outcomes deeply
• Manage multiple concurrent projects with timely communication and on-time delivery, continuously sharing progress on milestones, dependencies, and resources
• Drive project execution through clear communication and decision documentation
• Influence the Customer Success Operations roadmap with a prioritization model for business impact, feasibility, and resource availability
• Collaborate with teams cross-functionally within Customer Success (Customer Success Management, Professional Services, and Support) and partnered departments (Finance, Product, Sales, Customer Experience, Analytics, and Systems etc.,) to align on project goals and inform downstream impacts
• Identify and implement improvements to internal workflows to support Customer Success outcomes
• Facilitate change management activities including documentation, enablement, and communication
• Establish KPIs for each project and report on progress, risks, and outcomes to stakeholders and Customer Success leadership
• Ensure successful handoff to Customer Success teams while tracking and reporting post-delivery to drive continuous improvement

Benefits

• Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
• Work flexibility: hybrid and remote work policies
• Generous paid time-off policy (every location is different)
• Immediate eligibility for birthing and non-birthing parental leave
• Wellbeing and Home Office allowances
• A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work
• Every full-time employee receives stock options, allowing them to share in the company’s success
• We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts
• And more benefits tailored to each country