Project Manager, Client Operations & Delivery

About the Role

The Project Manager, Client Operations & Delivery 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.

Core Responsibilities

• 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
• 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
• 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

Qualifications

• 2–5+ years of experience in program management, project management, or operations roles
• PMP, CAPM, or a similar certification strongly preferred
• 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