Job Title: Customer Success Manager

Job Type: Full-Time

Location: Remote (EST Hours)

Role Overview

We are hiring a Customer Success Manager with strong expertise in Project and Program Management, focused on client implementation and onboarding delivery. This role involves leading the complete implementation lifecycle and owning client relationships throughout the journey. This is not a sales or quota-carrying role.

The ideal candidate should be confident in managing client communications independently — including leading discovery sessions, status reviews, training calls, and escalation discussions. They should be capable of building trust, delivering outcomes, and managing both internal and external stakeholders with minimal supervision.

Key Responsibilities

· Lead and manage the end-to-end implementation and onboarding process for new clients, ensuring alignment with business goals and timelines.

· Develop and maintain project and implementation plans, define milestones, manage timelines, and track deliverables.

· Own and manage client communications independently, including project calls, stakeholder reviews, and post-go-live discussions.

· Facilitate kick-off and discovery sessions to gather requirements, define scope, and set expectations.

· Collaborate with cross-functional teams (Product, Engineering, Support) to ensure timely and accurate delivery.

· Identify risks, blockers, and dependencies, and implement mitigation strategies with transparent stakeholder communication.

· Conduct training sessions, enablement workshops, and platform walkthroughs tailored to client needs.

· Monitor and report on implementation KPIs such as onboarding completion, adoption rates, and time-to-value.

· Conduct regular business reviews and offer strategic recommendations to support client success and value realization.

· Advocate for client needs internally, ensuring feedback is represented in product and service enhancements.

Required Qualifications

· Minimum of 3 years of experience in Project Management, Program Delivery, or Customer Success with implementation ownership.

· Proven ability to independently manage client calls and stakeholder engagement, including complex delivery discussions.

· Strong understanding of project and implementation lifecycle within SaaS or ITSM platforms.

· Familiarity with project management tools (Jira, Asana, Trello, MS Project).

· Excellent communication, presentation, and relationship management skills.

· Experience in ITSM, technical onboarding, or enterprise SaaS environments is preferred.

· Self-driven, organized, and comfortable working in fast-paced, cross-functional settings.

· Exposure to Microsoft Teams, AI/ML platforms, or IT automation tools is a plus.

· Basic understanding of scripting or programming (e.g., Python, JavaScript) is a bonus.

Please Note:

This is a project and delivery-focused role. We are looking specifically for candidates with experience in implementation, client onboarding, and stakeholder management. Profiles with a background solely in Sales or Account Management are unlikely to be a good fit unless they have led technical delivery engagements.