Job Title: Project Manager – Customer Success
Position Overview:
We are seeking a results-oriented Project Manager – Customer Success to manage the end-to-end delivery of projects while fostering strong client relationships and ensuring their long-term success. This role combines project management expertise with customer success strategies, including identifying opportunities for upselling and cross-selling to drive additional value for clients and the business. The ideal candidate is a proactive problem-solver with excellent communication and organizational skills, capable of building lasting partnerships and driving mutual growth.
Key Responsibilities:
Project Management
- Plan, manage, and deliver projects on time, within scope, and within budget.
- Define project goals, success criteria, and deliverables in collaboration with internal and external stakeholders.
- Coordinate cross-functional teams to ensure smooth execution of project tasks and deliverables.
- Proactively identify risks and roadblocks, implementing mitigation strategies to maintain project momentum.
- Maintain accurate and up-to-date project documentation, including schedules, reports, and communication records.
Customer Success Management
- Act as the primary point of contact for customers, building trust and maintaining strong relationships.
- Understand client objectives and align project deliverables to meet their strategic goals.
- Monitor customer health and satisfaction through regular check-ins, feedback sessions, and performance reviews.
- Develop and execute customer success plans to ensure value realization and long-term engagement.
Upsell and Cross-Sell Opportunities
- Identify opportunities for upselling and cross-selling by understanding client needs and business goals.
- Collaborate with sales and product teams to present tailored solutions and services that align with customer requirements.
- Proactively communicate new product features, services, or enhancements that can add value to the customer.
- Track and report on revenue growth generated from upsell and cross-sell initiatives.
Collaboration and Stakeholder Management
- Serve as a bridge between customers and internal teams, ensuring seamless communication and alignment.
- Partner with sales teams to strategize on growth opportunities within accounts.
- Collaborate with product teams to relay customer feedback and advocate for feature enhancements.
- Work with finance and operations teams to manage billing, contract renewals, and account profitability.
Performance and Metrics
- Monitor and report on project and customer success metrics, including timelines, satisfaction scores, and account growth.
- Use data to identify areas for improvement in both project delivery and customer success processes.
- Contribute to the development of best practices for project and customer relationship management.
Frequent Travel and On-Site Presence
- Travel extensively (up to 75% of the time) and stay on-site at client locations for durations of 1-2 months or more, as required.
- Adapt to varying client environments and build rapport with diverse teams and stakeholders.
- Ensure effective communication between on-site and remote teams, acting as the primary bridge for information flow.
Qualifications:
- Bachelor’s degree in apparel manufacturing, business, project management, or a related field (MBA preferred).
- 5+ years of experience in project management, customer success, or client-facing roles with a focus on account growth.
- Proven ability to identify and capitalize on upsell and cross-sell opportunities.
- Strong knowledge of project management methodologies (Agile, Scrum, Waterfall).
- Exceptional interpersonal, communication, and presentation skills.
- Proficiency in project management and CRM tools (e.g., JIRA, Asana, Salesforce, or similar platforms).
Key Attributes:
- A customer-first mindset with the ability to identify and deliver on client needs.
- Strategic thinking and business acumen, with a focus on driving value for both the customer and the organization.
- Strong problem-solving skills and the ability to manage competing priorities in a fast-paced environment.
- High emotional intelligence (EQ) and relationship-building expertise.
- Self-motivated, goal-oriented, and a team player with a growth mindset.
Why Join Us?
- Join a collaborative, innovative team where your work directly impacts customer success and business growth.
- Be part of a company that values creativity, leadership, and the ability to make a tangible difference.
- Competitive compensation and benefits package, with opportunities for professional development and career advancement.
If you’re passionate about delivering exceptional customer experiences, managing impactful projects, and driving growth through upsell and cross-sell opportunities, we’d love to hear from you!
