Project Manager

About the role:

A Project Manager, Customer Success runs delivery governance across the CS portfolio, ensuring active projects, transitions, and sold expansions are delivered on schedule and to standard. They hold internal teams accountable to resolution, set the operating standards CS works to, and drive efficiency through automation and AI. Success is measured by retention, leadership NPS, on-time expansion delivery, and gains in CS operational efficiency, including AI and automation adoption.

What you can expect:

• Own the consolidated view of delivery across the CS portfolio — module rollouts, enhancements, change requests, integration changes, and configuration work - with owners, timelines, and status current always.
• Govern implementation-to-CS transitions, enforcing handover exit criteria and securing formal sign-off from Implementation, CS, and the client before hyper care closes, and feeding recurring gaps back to the owning teams.
• Drive delivery of sold expansions to their committed go-live dates, surfacing slippage early with a documented cause and a recovery path.
• Run weekly reviews with each CSM to assess progress, surface blockers, and determine where support is required.
• Escalate blockers to Product, Engineering, the Ask Darwin team, and other internal teams with a documented problem statement, business impact, and required resolution date, and follow each through to closure.
• Own the CS operating playbook and rhythm of business, defining the standards and templates for QBRs, success plans, status reporting, and handover documents, and running the weekly, monthly, and quarterly review cadence to closure on decisions.
• Publish the CS scorecard for leadership, covering portfolio health, delivery status, escalation volume and cycle time, and efficiency gains.
• Maintain the CSM capacity model, balancing books of business against portfolio complexity and flagging coverage gaps before they affect delivery.
• Partner with Sales for early visibility of incoming accounts, scope, and timelines, translating the pipeline into a forward bandwidth plan for CS.
• Drive operational efficiency across CS, identifying manual work and running automation and AI pilots that measurably reduce it.

What we offer:

• A dynamic and collaborative work environment that fosters innovation.
• Opportunities for professional growth and career advancement.
• Competitive compensation and benefits package.
• The chance to work on products that make a meaningful impact on businesses and their employees.