Project Manager, Customer Success

Zafran Security

About The Position

Zafran is seeking an experienced Project Manager, Customer Success to enhance the efficiency and effectiveness of its growing Customer Success team. This role involves managing strategic customer projects, such as high-visibility deployments and enterprise initiatives, and driving internal projects to streamline processes, automate tasks, and implement new Customer Success strategies. The Project Manager will collaborate with various internal teams and external stakeholders to ensure successful project delivery and operational improvements.

Requirements

5+ years of project or program management experience, ideally in a B2B SaaS or customer-facing environment.
Experience supporting Customer Success, Professional Services, or Technical Account Management teams.
A proven ability to manage several projects at once without losing sight of details or deadlines.
Strong written and verbal communication skills, with comfort presenting to both internal teams and customers.
Fluency with project management and collaboration tools (such as Jira, Asana, Monday.com, Notion, or Slack) and a CRM like Salesforce; familiarity with Zendesk is a plus.
Enough technical curiosity to understand the product and hold your own in conversations with engineers and technical customers; familiarity with cybersecurity is a strong plus.
A process-minded approach: you notice what’s being done manually or inconsistently and build a better way.
Calm, organized, and proactive under pressure, with good judgment about when to escalate.
A customer-first mindset and a genuine interest in helping customers succeed.

Nice To Haves

PMP or similar certification is a plus but not required.

Responsibilities

Manage strategic customer projects, such as high-visibility deployments, large enterprise rollouts, and executive engagements, partnering with Solution Architects and TAMs to drive plans, timelines, and stakeholders from kickoff through delivery.
Lead projects that strengthen how the Customer Success team operates, from identifying gaps in current workflows to designing and implementing better ones.
Drive the rollout of new Customer Success initiatives, including planning, stakeholder alignment, enablement, and tracking adoption after launch.
Identify opportunities to automate manual or repetitive work across the customer lifecycle, and partner with GTM Ops, Engineering, and system owners to build and implement those automations.
Work across the organization (Sales, Product, Engineering, Support, Marketing, and Finance) to streamline cross-functional handoffs and make sure Customer Success has what it needs to deliver for customers.
Build and maintain playbooks, templates, and documentation that help the Solution Architect, Support and TAM teams work consistently and scale effectively.
Manage project plans, timelines, and dependencies for multiple internal initiatives at once, keeping stakeholders informed with clear status updates and reporting.
Measure the impact of process changes and new programs, and use that data to recommend further improvements.
Act as a trusted partner to Customer Success leadership, helping prioritize the initiatives that will have the biggest impact on the team and on customers.