Senior Project Manager (Customer Success) - Remote

📋 Description

• • Own the end-to-end delivery of our cutting-edge payment solutions to enterprise customers, acting as the single point of accountability from contract signature through go-live and beyond.
• • Build and maintain a detailed, risk-adjusted project plan that spans discovery, configuration, integration, testing, training, and launch phases; update it daily so every stakeholder—from C-suite sponsors to junior engineers—knows exactly where we are and what’s next.
• • Orchestrate a cross-functional squad that includes Sales VPs, Solutions Engineers, Launch Account Managers, Implementation Specialists, Product Managers, and Software Developers; run daily stand-ups, weekly steering committees, and monthly executive read-outs that keep momentum high and surprises low.
• • Translate complex technical requirements into plain-English narratives for customer executives, and turn shifting business priorities into crisp engineering tasks for our developers; your words become the bridge that keeps both sides aligned and motivated.
• • Anticipate scope creep, resource bottlenecks, integration hiccups, and regulatory curveballs before they derail timelines; design mitigation playbooks that are so clear the team can execute them at 2 a.m. if needed.
• • Drive customer readiness by designing and delivering tailored training sessions, user-acceptance test scripts, and hyper-care support plans that slash time-to-first-transaction and boost NPS scores.
• • Manage executive escalations with calm authority: surface issues early, present data-driven options, and negotiate win-win solutions that protect both customer relationships and company margins.
• • Champion continuous improvement by capturing lessons learned after every launch, feeding actionable insights back into Sales handoff templates, Product roadmaps, and Engineering sprint goals.
• • Mentor junior Project Managers and Implementation Specialists, turning tribal knowledge into scalable playbooks that let the team 10× without burning out.
• • Be the cultural ambassador who radiates tenacity and empathy—when deadlines tighten and tensions rise, your steady presence convinces everyone we will deliver, and we’ll do it together.
• • Leverage remote-first collaboration tools (Jira, Asana, Miro, Slack, Zoom) to create transparency so good that stakeholders on three continents feel like they’re in the same room.
• • Track KPIs that matter: on-time delivery, budget adherence, customer satisfaction, and reference-ability; turn these metrics into compelling stories that Sales can take back to prospects.
• • Travel up to 20% for critical onsite discovery workshops and go-live celebrations, ensuring that the human touch never gets lost in our digital-first world.
• • Partner with the Senior Manager of Project Management to refine our Professional Services methodology, pricing models, and resource forecasting so we can scale from dozens to hundreds of concurrent implementations without missing a beat.
• • Become the trusted advisor who customers call first when they think about expanding into new markets, launching new products, or integrating new acquisitions—your project leadership today seeds tomorrow’s seven-figure renewals.