Customer Success Manager

We are seeking a highly skilled Customer Success Manager with a strong background in technical program management to join a dynamic team supporting global enterprise customers. This opportunity is ideal for a seasoned professional looking to make a significant impact on customer experience, technology adoption, and business growth. The role offers a hybrid work schedule, with time split between the office and remote work. Contract length and location specifics will be discussed during the interview process.

Responsibilities

• Serve as the primary point of contact for select premium customer accounts, taking ownership of end-to-end customer experience and program delivery across multiple regions.
• Drive successful adoption and utilization of advanced technologies and services within customer organizations, ensuring value realization and supporting business growth objectives.
• Manage the entire program lifecycle, including initiation, planning, execution, monitoring, and completion, while aligning with strategic goals and adapting to changing requirements.
• Establish and execute effective program governance frameworks to facilitate decision-making, risk management, and consistent reporting on program outcomes and financial status to stakeholders.
• Lead cross-functional teams in a matrix environment, orchestrating resources across delivery, technical support, customer success, renewals, and partners to optimize customer outcomes.
• Maintain open communication channels with customer technical and operational leaders, as well as internal stakeholders, to monitor progress, address issues, and drive continuous improvement.
• Assess and mitigate program risks and issues, implementing corrective actions and process improvements to enhance productivity and overall success.
• Provide guidance and mentorship to team members, fostering skill development and ensuring integration of industry best practices and organizational goals.

Qualifications

• Bachelor’s degree with a minimum of 12 years of experience in project or program management, or a master’s degree with at least 8 years of relevant experience.
• Advanced project management certification required (PMP or equivalent); Agile certification preferred.
• Minimum 5 years of customer-facing experience managing complex, multi-technology programs in a global enterprise environment.
• Demonstrated ability to collaborate with customer-employed and external partners to achieve program objectives.
• Proficient in program and project management practices, including financial and performance reporting, risk management, and procurement processes.
• Experience with contract management and a strong commitment to delivering exceptional customer satisfaction.
• Exceptional leadership, communication, and self-management skills, with a proven ability to lead adaptively and maintain composure in dynamic environments.
• This role requires fluency in English and proficiency in at least one local language relevant to the customer region.
• Advanced proficiency with Microsoft Project, Excel, Word, PowerPoint, and PMO governance tools.
• Availability to work flexibly across time zones as required by customer and program needs.

Pay Range: $70.00 – $80.00 Per Hour 

This position offers a hybrid schedule, with time split between the office and remote work.