About the Role

The CS & Product Project Manager 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

Supports orchestration of execution across CS and Product based on priorities set by the CCOO and VPs

Ensures execution plans, timelines, and commitments are consistently tracked and visible

Maintains execution cadence and ensures progress is continuously updated

Surfaces risks, delays, and gaps in execution to leadership

Coordinates resolution of cross-functional dependencies and blockers

Supports prioritization and sequencing discussions by providing clear visibility into capacity and timelines

Requirements

Core Responsibilities

1. Cross-Functional Coordination & Execution Support

Coordinate day-to-day execution across Customer Success and Product teams

Ensure timelines, dependencies, and deliverables are clearly tracked and communicated

Support CS and Product leaders in maintaining alignment across initiatives

Reinforce accountability by ensuring owners and deliverables are clearly defined

Ensure no initiative progresses without clear scope, ownership, and tracking

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

Ensure all meetings, decisions, and discussions result in clear next steps, ownership, and follow-through

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

Provide hands-on project management support across client programs, product initiatives, and internal projects

Track milestones, deliverables, and timelines across a high volume of concurrent workstreams

Identify risks early and escalate as needed to maintain delivery timelines

Support removal of blockers by coordinating across teams

Ensure consistent follow-through across all active initiatives

Apply sound judgment in identifying risks, prioritizing work, and determining when to escalate issues to leadership

3. Documentation, Systems & Execution Visibility

Maintain the accuracy, completeness, and reliability of the centralized documentation and tracking system across Customer Success and Product

Ensure all initiatives are consistently captured with clear scope, ownership, timelines, and status

Coordinate with CS and Product leadership (EDs, GMs) to ensure documentation is created, updated, and maintained

Support development and upkeep of dashboards and reporting that provide visibility into execution status, risks, and wins

Ensure systems (HubSpot, campaign tools, SharePoint, etc.) are consistently used and up to date

Identify patterns in execution gaps and recommend improvements to workflows, systems, or coordination to increase efficiency over time

Success Metrics

High accuracy and consistency in execution tracking across all initiatives

On-time completion of deliverables across CS and Product workflows

Clear, up-to-date visibility into program status, risks, and dependencies

Strong adoption of documentation and tracking systems across teams

Ability to effectively manage a high volume of concurrent projects

Consistency of execution across teams with minimal reliance on ad hoc coordination or escalation

Minimal slippage of timelines due to lack of follow-through, unclear ownership, or missed coordination

Qualifications

2–5+ years of experience in program management, project management, or operations roles

Experience supporting cross-functional teams in fast-paced environments

Strong organizational and time management skills with ability to manage multiple priorities

Detail-oriented with a focus on accuracy and follow-through

Experience with project management tools, CRMs (e.g., HubSpot, JIRA, Sharepoint, and/or SmartSheet), or documentation systems preferred

Strong communication skills and ability to work across multiple stakeholders

Success Profile

Highly organized and detail-oriented

Comfortable managing a high volume of work and maintaining organization under pressure

Proactive and responsive, with strong follow-through

Strong communicator who keeps teams aligned and informed

Demonstrates sound judgment and knows when to escalate

Relentless about follow-up and closing loops—does not let tasks, decisions, or communication gaps linger

Comfortable pushing for clarity, follow-up, and accountability across teams, including with more senior stakeholders

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

• Coordinate day-to-day execution across Customer Success and Product teams
• Ensure timelines, dependencies, and deliverables are clearly tracked and communicated
• Support CS and Product leaders in maintaining alignment across initiatives
• Reinforce accountability by ensuring owners and deliverables are clearly defined
• Ensure no initiative progresses without clear scope, ownership, and tracking
• 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
• Ensure all meetings, decisions, and discussions result in clear next steps, ownership, and follow-through
• Follow through on commitments across teams to ensure work progresses as expected, proactively escalating when timelines or ownership are unclear
• Provide hands-on project management support across client programs, product initiatives, and internal projects
• Track milestones, deliverables, and timelines across a high volume of concurrent workstreams
• Identify risks early and escalate as needed to maintain delivery timelines
• Support removal of blockers by coordinating across teams
• Ensure consistent follow-through across all active initiatives
• Apply sound judgment in identifying risks, prioritizing work, and determining when to escalate issues to leadership
• Maintain the accuracy, completeness, and reliability of the centralized documentation and tracking system across Customer Success and Product
• Ensure all initiatives are consistently captured with clear scope, ownership, timelines, and status
• Coordinate with CS and Product leadership (EDs, GMs) to ensure documentation is created, updated, and maintained
• Support development and upkeep of dashboards and reporting that provide visibility into execution status, risks, and wins
• Ensure systems (HubSpot, campaign tools, SharePoint, etc.) are consistently used and up to date
• Identify patterns in execution gaps and recommend improvements to workflows, systems, or coordination to increase efficiency over time

• Strong organizational and time management skills
• Ability to manage multiple priorities
• Detail-oriented
• Focus on accuracy and follow-through
• Experience with project management tools, CRMs (e.g., HubSpot, JIRA, Sharepoint, and/or SmartSheet), or documentation systems
• Strong communication skills
• Ability to work across multiple stakeholders
• Proactive and responsive
• Sound judgment
• Ability to push for clarity, follow-up, and accountability

• 2–5+ years of experience in program management, project management, or operations roles
• Experience supporting cross-functional teams in fast-paced environments