Customer Success - Strategic Projects Manager
Heap
Customer Service, Sales & Business Development
United States
Posted on May 9, 2025
Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers’ whole online journey.
We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. We’re here to stay—and we’re looking for team members who are excited to drive impact and help us scale even further.
Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simpler—for our customers, their customers, and each other.
Important note: Be careful of scammers pretending to be from Contentsquare. We will never ask for money or contact you through random texts. For more information, visit our careers blog.
The mission of the Customer Success Operations team is to align the customer success strategy to its execution. We are seeking an experienced and results-driven Project Manager to lead cross-functional strategic initiatives within the Customer Success organization to drive critical business insights and improve process execution. As an entrepreneurial, organized, and analytical problem-solver, this person will be responsible for improving operational efficiency and stakeholder alignment while aligning with Contentsquare’s long-term growth goals.
What you'll do:
- Lead the planning, execution, and delivery of strategic projects as prioritized by the Customer Success Leadership team.
- Work with Customer Success leadership and cross-functional partners to define project goals, success metrics, system requirements, and key deliverables.
- Facilitate discovery sessions to understand pain points and desired outcomes deeply.
- Manage multiple concurrent projects with timely communication and on-time delivery, continuously sharing progress on milestones, dependencies, and resources.
- Drive project execution through clear communication and decision documentation.
- Influence the Customer Success Operations roadmap with a prioritization model for business impact, feasibility, and resource availability.
- Collaborate with teams cross-functionally within Customer Success (Customer Success Management, Professional Services, and Support) and partnered departments (Finance, Product, Sales, Customer Experience, Analytics, and Systems etc.,) to align on project goals and inform downstream impacts.
- Identify and implement improvements to internal workflows to support Customer Success outcomes.
- Facilitate change management activities including documentation, enablement, and communication
- Establish KPIs for each project and report on progress, risks, and outcomes to stakeholders and Customer Success leadership.
- Ensure successful handoff to Customer Success teams while tracking and reporting post-delivery to drive continuous improvement.
What you need to succeed:
- 3+ years of experience in project or program management, ideally within a Customer Success or operations environment.
- Demonstrated experience in managing cross-functional projects from initiation to completion.
- Strong organizational and time management skills.
- Excellent written and verbal communication skills.
- Excellence in data management and systems usage.
- Team player attitude and a global mindset.
- Excel/Google Sheet experience and an aptitude for learning new systems.
- Strong collaborative skills and the ability to influence peers and management.
- Independently capable of seeking information, solving conceptual problems, corralling resources, and delivering results in complicated situations.
- Comfortable analyzing data and presenting to leadership in a thoughtful and concise manner.
- Takes a high degree of ownership over their work.
- Data-driven, curious, and deeply passionate about Customer Success.
- Lead with creative problem-solving, and leverage data to drive influence and strategy while thinking of systems holistically.
- Have a customer-centric mindset and understand that the end goal is to retain and grow our customer base
- Able to drive change management and develop methods to measure and systemize KPIs.
- This is a demanding role that requires strong prioritization and interpersonal skills.
Why you should join Contentsquare
We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. We are always assessing the perks we offer to ensure we’re aligned with the employees' needs.
Here are a few we want to highlight:
- Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
- Work flexibility: hybrid and remote work policies
- Generous paid time-off policy (every location is different)
- Immediate eligibility for birthing and non-birthing parental leave
- Wellbeing and Home Office allowances
- A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work
- Every full-time employee receives stock options, allowing them to share in the company’s success
- We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts
- And more benefits tailored to each country
Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
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