Customer Success Methodology Project Manager
About The Position
We are seeking an innovative and results-oriented Customer Success (CS) Methodology Project Manager to develop, deploy and drive continuous evolution of customer success practices across diverse business segments. This role is responsible for architecting and standardizing methodologies aligned to the CS strategy, enabling data-driven customer engagement, and driving transformational change that enhances customer value realization and retention. You will serve as a key enabler of workforce transformation, aligning CS practices with business goals through standardized processes, automation, and actionable insights. Your leadership will empower teams to proactively manage customer relationships, mitigate risk, and deliver measurable impact across the customer lifecycle. If you are passionate about transforming customer success operations to deliver exceptional value to our customers and measurable impact to the business, we encourage you to apply.
Requirements
- First Level University Degree or equivalent combination of education & experience.
- Minimum 5 years’ experience in project management or customer success.
- Strategic thinking with deep knowledge in customer success frameworks and lifecycle management.
- Advanced project and change management capabilities, including stakeholder engagement, organizational readiness, and cross-functional collaboration.
- Proven expertise in developing playbooks, guides and templates aligned to brand guidelines.
- Exceptional communication and influence skills across executive and operational levels.
- Familiarity with CS platforms, digital enablement tools, and sales processes.
Nice To Haves
- Certified Customer Success Management (CCSM) Level 2 or higher preferred.
- PMP or Prosci certifications are a strong plus.
Responsibilities
- Methodology Design : Develop and evolve customer success (CS) methodologies, playbooks, and lifecycle templates that align with enterprise CS strategy and segment- specific needs.
- Technology Enablement : Collaborate with CS App business process lead to translate methodology into scalable workflows within the CS platform.
- Customer Health Intelligence : Define and refine robust customer health scoring requirements to enable predictive risk identification and targeted interventions.
- Sales & Success Alignment : Lead cross-functional initiatives to standardize sales and success processes, driving productivity and seamless customer handoffs.
- Enablement & Training : Develop training content, support BU office hours, and communicate methodology updates to drive adoption.
- Continuous Improvement : Leverage closed-loop feedback mechanisms to iterate on CS practices, incorporating industry recognized practices and internal performance data.
- Governance & Quality Assurance : Monitor success metrics to ensure methodology adherence, and manage project timelines, stakeholder expectations, and communication plans to ensure successful delivery of CS transformation initiatives.
Benefits
- Health & Wellbeing We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
- Personal & Professional Development We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
- Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
