Customer Success Project Manager

Role Scope

Based in Segensworth with extensive International travel

Role Overview

The Customer Success project manager is responsible for leading and coordinating Customer Success projects. This role ensures customer retention, satisfaction, and revenue growth by building strong client relationships, optimizing customer journeys, and leading high-performing, cross functional project teams to deliver specific and agreed projects.

The role combines strong and motivational leadership, operational excellence, and hands-on customer engagement to drive focussed project delivery providing long-term customer value and business growth.

Key Responsibilities

Leadership

Execute and lead Customer Success projects, aligned with and delivering on company objectives.

Coordinate the programme of delivery projects within country (TBA) and act as project manager for key projects.

Drive customer retention, expansion, and advocacy within the associated projects.

Identify growth opportunities within existing projects.

Collaborate with Sales, Marketing, Production, Engineering, Product, and Support teams to enhance customer experience.

Team Management & Development

Contribute to the setting of clear project performance goals.

Conduct regular project performance reviews.

Foster a high-performance, customer-centric culture.

Customer Relationship Management

Build relationships with key customers and partners.

Act as escalation point for critical project issues.

Lead project delivery reviews.

Ensure onboarding and integration processes drive rapid customer adoption and value realization.

Operational Excellence

Implement standardized Customer Success processes and best practices.

Monitor and report on key performance metrics

Improve customer lifecycle management (onboarding → adoption → retention → expansion).

Ensure CRM and CS tools are used effectively and input to the design of ongoing Customer Support requirement.

Revenue & Retention Ownership

Support upsell and cross-sell initiatives in collaboration with Sales.

Support implementation and adoption as appropriate with end user /customer

Market & Customer Insights

Provide feedback to Product and Leadership teams based on customer insights.

Feedback market trends and competitive landscape within the country.

Represent the voice of the project delivery in strategic discussions.

Key Performance Indicators

Project delivery metrics (Time, Cost and Objectives)

Customer Satisfaction (CSAT)

Upsell / Cross-sell Revenue

Customer Adoption Metrics

Qualifications & Experience

3+ years of experience in Customer Success, Account Management, or related roles.

5+ years in leadership or people management.

Demonstrated successful experience in challenging markets of project delivery and focus

Excellent communication and stakeholder management skills.

Strong business acumen and commercial mindset.

Core Competencies

Leadership & Team Development

Exceptional communication and leadership skills

Customer-Centric Mindset

Project management

Cross-Functional Collaboration

Conflict Resolution & Negotiation

What Success Looks Like in This Role

Well delivered projects with the Project manager accountable and responsible

Strong Customer engagement and communication.

Improved customer satisfaction and loyalty.

Clear visibility and accurate forecasting.

Recognized as a key delivery partner within the country.