Senior Project Manager (Customer Success)

Technologies we use

About the project

Your responsibilities

• Lead end-to-end onboarding and implementation for European enterprise customers, ensuring a structured handover from Sales and successful project initiation
• Define and manage project objectives, success metrics, scope, and timelines aligned with European business and regulatory requirements
• Act as the primary point of contact for customers, owning stakeholder communication and engagement throughout the delivery lifecycle
• Build and maintain strong relationships with senior customer stakeholders, including C-level executives, operations, and IT leaders
• Drive product adoption through coordinated enablement, training, and knowledge transfer activities
• Monitor customer health, usage, and delivery milestones to identify risks, adoption gaps, and dependencies at an early stage
• Proactively identify compliance, operational, or delivery gaps and execute mitigation plans in collaboration with global product and support teams
• Manage escalations and critical issues across time zones, ensuring timely resolution and clear communication
• Ensure value realization by delivering outcomes aligned with agreed success criteria and business objectives
• Support renewals and expansion initiatives by providing delivery insights, readiness assessments, and customer context
• Capture structured customer feedback and collaborate with product teams to influence continuous improvement and roadmap priorities
• Work closely with cross-functional teams, including product, engineering, support, and operations based in India, to ensure aligned and effective execution
• Ensure customer expectations remain consistently aligned with internal delivery capabilities and commitments

Our requirements

• Minimum 5 years of experience in Customer Success, managing European enterprise customers
• Proven track record of driving customer retention, renewals, and account growth
• Strong analytical skills with advanced Excel proficiency; SQL knowledge is a plus
• Exceptional communication and stakeholder management skills, including experience working with executive-level stakeholders
• Ability to translate data and insights into clear, actionable recommendations
• Strategic mindset with the flexibility to operate in fast-changing customer environments
• Demonstrated experience mentoring team members and scaling customer success processes

Optional

• MBA or equivalent postgraduate qualification
• Experience in startup or scale-up environments
• Prior experience with Big 4 firms (strongly preferred)
• Experience working with SaaS, enterprise platforms, or compliance-driven products in Europe

Development opportunities we offer

What we offer

• Company-provided work equipment
• Fully paid sick leave
• Complimentary lunches
• Annual salary review
• 75% reimbursement for professional education
• Free weekly English classes

Benefits