Senior Project Manager – Customer Success (PMS)

View full description

Requirements:

• 6+ years including leadership roles managing teams in customer success or project management, ideally within the healthcare or SaaS sectors, with significant experience working with PMS/acquired companies.
• Demonstrated ability to lead and grow teams, with strong strategic, analytical, and decision-making skills.
• Hands-on experience managing customer portfolio, establishing adoption and retention KPIs and driving cost-effective strategies that enhance customer satisfaction and business growth.
• Proficient in utilizing CRM platforms, with desired expertise in HubSpot and Salesforce to streamline customer data management and drive actionable insights.
• Exceptional interpersonal and communication skills, with the ability to articulate complex ideas and influence at all levels.
• A proactive mindset with a passion for improving processes and driving operational excellence.
• Bachelor’s degree in Business, Finance, or a related field; an MBA or equivalent advanced degree is a plus.

Responsibilities:

• Own the Customer Success Strategy: Develop and implement comprehensive strategies to enhance the customer journey, ensuring efficient allocation of resources and measurable ROI.
• Budget Planning & Forecasting: Develop detailed budget plans and forecasts for customer success initiatives, monitor spending, and adjust allocations as needed to meet strategic objectives and financial targets.
• Provide Strategic Leadership: Lead a high-performing customer success team, help local leaders inspire their teams, fostering a culture of continuous improvement and accountability.
• Performance Tracking: Establish key performance indicators (KPIs) and use data-driven insights to monitor progress, optimize processes, and report results to stakeholders.
• Data Enhancement: Ensure that we have all the essential data about our customers by working with cross-functional teams to gather, analyze, and leverage insights, driving improved customer success outcomes.
• Cross-Functional Collaboration: Work closely with Sales, Product, and Marketing teams to align initiatives, drive innovation, and improve service delivery.
• Customer Relationship Management: Build and nurture strong, long-lasting relationships with key PMS clients, ensuring they receive unparalleled support and value.