Project Manager - Customer Success

About the job

Project Manager - Customer Success Required Qualifications: Bachelor's Degree. Required Experience and Skills: • Experience in Insurtech, Fintech, or SaaS industries. • Exposure to customer success platforms (e.g., Jira Service Management, Freshdesk, Salesforce Service Cloud). • Knowledge of digital training tools and e-learning platforms. • 4–6 years of experience in customer success, support operations, or training project management. • Strong understanding of customer support processes and metrics. • Experience managing cross-functional projects involving L&D and product training. • Familiarity with project management tools (e.g., Jira, Trello, Confluence). • Excellent communication, stakeholder management, and problem-solving skills. • Ability to thrive in a fast-paced, customer-first environment. Key Responsibilities: • Customer Support Management. • Oversee customer support operations across multiple verticals. • Ensure timely resolution of customer queries and escalations. • Monitor and improve support KPIs such as response time, resolution time, and CSAT. Learning & Development: • Collaborate with L&D teams to design and deliver training programs for customers and internal staff. • Track training effectiveness through feedback scores and adoption metrics. • Ensure training aligns with product updates and evolving customer needs. Product Training & Adoption: • Develop and manage product training initiatives to drive customer adoption. • Partner with Product and Engineering teams to translate technical updates into customer-friendly training materials. • Measure training impact through adoption rates, usage analytics, and customer feedback. Project Execution: • Lead end-to-end execution of customer success projects, from scoping to delivery. • Define timelines, deliverables, and success metrics for each initiative. • Manage risks, dependencies, and resources across projects. Metrics & Reporting: • Track and report on key customer success metrics, including: • Customer Satisfaction (CSAT) • Net Promoter Score (NPS) • First Response Time (FRT) • Resolution Time • Training Completion & Adoption Rates • Present insights and recommendations to leadership for continuous improvement.