Customer Success & Product Project Manager
hace 13 días
Larchmont
Job DescriptionDescription: About the Role The CS & Product Project Manager supports and drives coordinated execution across Customer Success and Product Operations—ensuring that priorities defined by leadership are translated into structured, visible, and on-track delivery. This role operates in a high-volume, fast-moving environment with competing priorities and constant context switching, serving as a central coordination and execution layer across teams. The PM is responsible for maintaining execution discipline, ensuring that work is clearly tracked, documented, and progressing as expected. This is a high-visibility role where teams will rely on this individual to maintain clarity, follow-through, and consistency across a large volume of active workstreams. Day-to-day, this role involves managing a high volume of concurrent initiatives, following up across teams, maintaining accurate systems and documentation, and ensuring that progress is consistently visible and moving forward. Decision & Ownership Scope • Supports orchestration of execution across CS and Product based on priorities set by the CCOO and VPs, • Ensures execution plans, timelines, and commitments are consistently tracked and visible, • Maintains execution cadence and ensures progress is continuously updated, • Surfaces risks, delays, and gaps in execution to leadership, • Coordinates resolution of cross-functional dependencies and blockers, • Supports prioritization and sequencing discussions by providing clear visibility into capacity and timelinesRequirements: Core Responsibilities 1. Cross-Functional Coordination & Execution Support • Coordinate day-to-day execution across Customer Success and Product teams, • Ensure timelines, dependencies, and deliverables are clearly tracked and communicated, • Support CS and Product leaders in maintaining alignment across initiatives, • Reinforce accountability by ensuring owners and deliverables are clearly defined, • Ensure no initiative progresses without clear scope, ownership, and tracking, • Act as the day-to-day forcing function across teams—ensuring that work does not stall, commitments are followed through, and progress is continuously advanced, • Ensure all meetings, decisions, and discussions result in clear next steps, ownership, and follow-through, • Follow through on commitments across teams to ensure work progresses as expected, proactively escalating when timelines or ownership are unclear 1. Program Management & Delivery Support • Provide hands-on project management support across client programs, product initiatives, and internal projects, • Track milestones, deliverables, and timelines across a high volume of concurrent workstreams, • Identify risks early and escalate as needed to maintain delivery timelines, • Support removal of blockers by coordinating across teams, • Ensure consistent follow-through across all active initiatives, • Apply sound judgment in identifying risks, prioritizing work, and determining when to escalate issues to leadership 1. Documentation, Systems & Execution Visibility • Maintain the accuracy, completeness, and reliability of the centralized documentation and tracking system across Customer Success and Product, • Ensure all initiatives are consistently captured with clear scope, ownership, timelines, and status, • Coordinate with CS and Product leadership (EDs, GMs) to ensure documentation is created, updated, and maintained, • Support development and upkeep of dashboards and reporting that provide visibility into execution status, risks, and wins, • Ensure systems (HubSpot, campaign tools, SharePoint, etc.) are consistently used and up to date, • Identify patterns in execution gaps and recommend improvements to workflows, systems, or coordination to increase efficiency over time Success Metrics • High accuracy and consistency in execution tracking across all initiatives, • On-time completion of deliverables across CS and Product workflows, • Clear, up-to-date visibility into program status, risks, and dependencies, • Strong adoption of documentation and tracking systems across teams, • Ability to effectively manage a high volume of concurrent projects, • Consistency of execution across teams with minimal reliance on ad hoc coordination or escalation, • Minimal slippage of timelines due to lack of follow-through, unclear ownership, or missed coordination Qualifications • 2–5+ years of experience in program management, project management, or operations roles, • Experience supporting cross-functional teams in fast-paced environments, • Strong organizational and time management skills with ability to manage multiple priorities, • Detail-oriented with a focus on accuracy and follow-through, • Experience with project management tools, CRMs (e.g., HubSpot, JIRA, Sharepoint, and/or SmartSheet), or documentation systems preferred, • Strong communication skills and ability to work across multiple stakeholders Success Profile • Highly organized and detail-oriented, • Comfortable managing a high volume of work and maintaining organization under pressure, • Proactive and responsive, with strong follow-through, • Strong communicator who keeps teams aligned and informed, • Demonstrates sound judgment and knows when to escalate, • Relentless about follow-up and closing loops—does not let tasks, decisions, or communication gaps linger, • Comfortable pushing for clarity, follow-up, and accountability across teams, including with more senior stakeholders, • Eager to learn and grow within an operational leadership track *Location: we prefer someone in the central timezone who can work across the east and west coasts