Job
Description
About the Role: We are seeking an experienced Senior Project Manager Customer Success to join our dynamic team in Pune. The ideal candidate will have 7+ years of experience in project management, customer success, and PMO functions. This role requires strong leadership skills to manage a team of Customer Success Managers (CSMs) while ensuring seamless execution of customer success projects. The candidate should be proficient in PMO best practices, customer engagement, and cross-functional collaboration to drive business success. Key Responsibilities: Lead and manage a team of Customer Success Managers (CSMs), ensuring high performance, productivity, and engagement. Oversee customer success projects, ensuring timely delivery, resource allocation, and alignment with organizational goals. Develop and implement PMO best practices, methodologies, and governance frameworks to optimize customer success processes. Creating / Updating the communication plan, risk management plan, project planning, work allocation, tracking progress, tracking customer feedback to ensure timely closure Collaborate with cross-functional teams including Sales, Product, and Engineering to enhance customer experience and product adoption. Define and track key performance metrics (KPIs) related to customer success, retention, and satisfaction. Drive continuous improvement initiatives to enhance customer onboarding, engagement, and renewal strategies. Act as a strategic advisor to customers, understanding their business needs and providing solutions through iMochas platform. Identify risks and proactively develop mitigation plans to ensure project and customer success. Conduct regular team meetings, training sessions, and performance reviews to build a high-performing customer success team. Provide detailed reports and insights on customer success performance to senior leadership. Track and monitor project health to ensure timely execution and risk mitigation. Establish and maintain strong stakeholder relationships to ensure alignment on customer objectives. Conduct quarterly business reviews (QBRs) with customers to assess satisfaction and growth opportunities. Monitor product adoption trends and work with Product teams to drive feature utilization. Gather and analyze customer feedback, ensuring continuous product and service enhancements. Foster inter-personal relationship management with Product and Engineering teams to streamline communication and issue resolution. Required Skills & Qualifications: 7+ years of experience in Project Management, Customer Success, or PMO functions. Proven track record of managing and leading customer success teams. Strong expertise in PMO frameworks, project governance, and best practices. Excellent knowledge of customer success methodologies, account management, and retention strategies. Proficiency in project management tools (JIRA, Asana, or similar). Strong analytical and problem-solving skills with a customer-centric mindset. Excellent communication, stakeholder management, and negotiation skills. Experience working in a SaaS or technology-driven environment is preferred. PMP, PRINCE2, or equivalent certifications are a plus.
