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.