Customer Success Manager

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We are seeking a highly skilled Customer Success Manager to join a dynamic team within a leading global technology environment. This technical role is designed for an experienced program manager with a proven track record in customer-facing leadership, program governance, and cross-functional team management. The successful candidate will be responsible for driving the adoption and utilization of advanced technology solutions and services across multiple regions, ensuring premium customer satisfaction and value realization.

This position offers a hybrid schedule, with time split between the office and remote work, and is structured as a long-term contract opportunity.

• Serve as the primary Customer Experience (CX) point of contact for premium accounts, taking end-to-end ownership of customer success and program outcomes.
• Manage the entire program lifecycle, including initiation, planning, execution, monitoring, and closure, to achieve strategic organizational goals.
• Develop and implement strategies to drive successful adoption and utilization of technology solutions and services, ensuring maximum value realization for customers.
• Establish and execute robust program governance frameworks to facilitate effective decision-making and transparent reporting on program outcomes, technology adoption, and financial status.
• Oversee and coordinate resources across delivery, technical support, customer success, renewals, and external partners to ensure seamless execution and customer satisfaction.
• Monitor and manage program risks and issues, proactively addressing and mitigating challenges to ensure successful delivery.
• Facilitate open communication with stakeholders, including technical and operational leaders and executives, ensuring alignment and timely updates on program progress and outcomes.
• Lead, mentor, and guide cross-functional teams within a matrix environment, fostering skill development and continuous improvement through training and development initiatives.

• Bachelor’s degree with a minimum of 12 years of experience in project or program management, or a master’s degree with at least 8 years of relevant experience.
• Advanced project management certification required (PMP or equivalent);
  Agile certification is preferred.
• Minimum of 5 years of direct customer-facing experience managing complex, multi-technology programs.
• Demonstrated experience collaborating with both customer-employed and external partners in a global, cross-functional environment.
• Proficiency in program and project management methodologies, including financial and performance reporting, risk management, and procurement processes.
• Strong familiarity with contract management and a commitment to achieving high customer satisfaction.
• Exceptional leadership, self-management, and communication skills, with the ability to influence and guide diverse teams.
• Advanced analytical and critical thinking skills, with the ability to develop creative solutions and drive complex projects informed by current business trends.
• Fluency in English and the local business language, with strong written and verbal communication abilities.
• Proficiency with Microsoft Project, Excel, Word, PowerPoint, and PMO governance tools.

Pay Range: $70.00 – $80.00 Hourly

This position offers a hybrid schedule, with time split between the office and remote work.

• Mid-Senior level

• Full-time

• Other

• IT Services and IT Consulting