Description:
About the Role
The Project Manager, Client Operations & Delivery 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
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Supports orchestration of execution across CS and Product based on priorities set by the COO and VPs
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Ensures execution plans, timelines, and commitments are consistently tracked and visible
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Maintains execution cadence and ensures progress is continuously updated
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Surfaces risks, delays, and gaps in execution to leadership
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Coordinates resolution of cross-functional dependencies and blockers
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Supports prioritization and sequencing discussions by providing clear visibility into capacity and timelines
Requirements:
Core Responsibilities
1. Cross-Functional Coordination & Execution Support
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Coordinate day-to-day execution across Customer Success and Product teams
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Ensure timelines, dependencies, and deliverables are clearly tracked and communicated
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Support CS and Product leaders in maintaining alignment across initiatives
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Reinforce accountability by ensuring owners and deliverables are clearly defined
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Ensure no initiative progresses without clear scope, ownership, and tracking
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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
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Ensure all meetings, decisions, and discussions result in clear next steps, ownership, and follow-through
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Follow through on commitments across teams to ensure work progresses as expected, proactively escalating when timelines or ownership are unclear
2. Program Management & Delivery Support
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Provide hands-on project management support across client programs, product initiatives, and internal projects
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Track milestones, deliverables, and timelines across a high volume of concurrent workstreams
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Identify risks early and escalate as needed to maintain delivery timelines
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Support removal of blockers by coordinating across teams
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Ensure consistent follow-through across all active initiatives
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Apply sound judgment in identifying risks, prioritizing work, and determining when to escalate issues to leadership
3. Documentation, Systems & Execution Visibility
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Maintain the accuracy, completeness, and reliability of the centralized documentation and tracking system across Customer Success and Product
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Ensure all initiatives are consistently captured with clear scope, ownership, timelines, and status
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Coordinate with CS and Product leadership (EDs, GMs) to ensure documentation is created, updated, and maintained
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Support development and upkeep of dashboards and reporting that provide visibility into execution status, risks, and wins
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Ensure systems (HubSpot, campaign tools, SharePoint, etc.) are consistently used and up to date
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Identify patterns in execution gaps and recommend improvements to workflows, systems, or coordination to increase efficiency over time
Success Metrics
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High accuracy and consistency in execution tracking across all initiatives
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On-time completion of deliverables across CS and Product workflows
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Clear, up-to-date visibility into program status, risks, and dependencies
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Strong adoption of documentation and tracking systems across teams
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Ability to effectively manage a high volume of concurrent projects
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Consistency of execution across teams with minimal reliance on ad hoc coordination or escalation
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Minimal slippage of timelines due to lack of follow-through, unclear ownership, or missed coordination
Qualifications
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2–5+ years of experience in program management, project management, or operations roles
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PMP, CAPM, or a similar certification strongly preferred
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Experience supporting cross-functional teams in fast-paced environments
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Strong organizational and time management skills with ability to manage multiple priorities
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Detail-oriented with a focus on accuracy and follow-through
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Experience with project management tools, CRMs (e.g., HubSpot, JIRA, Sharepoint, and/or SmartSheet), or documentation systems preferred
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Strong communication skills and ability to work across multiple stakeholders
Success Profile
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Highly organized and detail-oriented
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Comfortable managing a high volume of work and maintaining organization under pressure
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Proactive and responsive, with strong follow-through
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Strong communicator who keeps teams aligned and informed
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Demonstrates sound judgment and knows when to escalate
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Relentless about follow-up and closing loops—does not let tasks, decisions, or communication gaps linger
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Comfortable pushing for clarity, follow-up, and accountability across teams, including with more senior stakeholders
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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
