Customer Success Manager - SaaS Implementation
Customer Success Manager - SaaS Implementation
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Salary Not Disclosed
1 Vacancy
Job Description
About the Role
We are seeking a seasoned Customer Success Manager with strong technical project management experience to lead two highimpact enterprise customer implementations. These projects involve deep integrations and complex workflows requiring a leader who can manage largescale deliverables while maintaining strong client relationships and crossfunctional alignment.
This is not a simple checklist management role. Youll act as the primary point of contact between our product and engineering teams and two closely aligned customers with strategic importance. You will drive the entire delivery lifecycle ensuring expectations are aligned risks are mitigated early decisions are welldocumented and stakeholders are kept informed.
What Youll Do
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Act as the main point of contact for two large enterprise clients throughout their implementation journey
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Manage complex integrationheavy projects with multiple stakeholders both internal and external
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Own the project lifecycle: status updates internal coordination timelines action items risk management and escalation
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Facilitate key design decisions with clients capture changes assess impact and drive consensus
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Lead highstakes conversations and set realistic firm expectations with customers
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Partner closely with the internal Product Manager and Engineering teams to ensure technical feasibility and alignment
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Build and maintain trusted strategic relationships with client teams to ensure smooth execution especially when navigating challenges
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Run multiple daily meetings coordinate crossfunctional updates and track against critical milestones
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Proactively identify dependencies potential delays and blockersand drive solutions
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Communicate with clarity and maturity especially during difficult conversations or change management discussions
Who You Are
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A seasoned technical project manager with a strong grasp of software development and systems integration
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Experienced in enterprise customer implementations ideally in SaaS or B2B software environments
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Adept at risk identification and navigating ambiguity in client projects
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You have experience managing complex initiatives involving multiple departments and systems
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Known for direct clear communication and the ability to manage sensitive or tough conversations
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A natural relationship builder who thrives under pressure and builds rapport quickly with executive stakeholders
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Able to work Eastern Standard Time hours (EST) and be available for meetings and updates throughout the day
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Comfortable working odd or extended hours if the project demands it
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Highly organized proactive and detailoriented
Nice to Have
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Experience working with productled or engineeringled organizations
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Background in Customer Development or Customer Success
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Familiarity with enterprise tools and project management platforms
Important Notes
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This role requires deep technical comprehension but you will not be writing code
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Candidates must be based in or near North America; candidates in significantly different time zones (e.g. the Philippines) will not be considered
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The team operates in a fastpaced startuplike environmentflexibility resilience and maturity are key
Employment Type
Full Time
