Customer Success Project Manager

Description

The Customer Success Project Manager (CSPM), under the Commercial Business  Unit, is responsible for the ongoing project management and support of active customer  accounts. Each CSPM will oversee a portfolio of clients, with distinct needs, service level  expectations, and business requirements.  

The CSPM is accountable for accurate forecasting, planning, execution, and the on-time  delivery of finished goods. Acting as the primary point of contact between the customer  and internal departments (Operations, Logistics, QA, Finance, Procurement), the CSPM  ensures effective coordination across all departments, while proactively identifying risks,  resolving issues, and uncovering opportunities for growth.  

This role requires strong project management skills, confident and effective  communication, particularly in customer-facing interactions, and the ability to prioritize  competing deliverables by assessing both impact and urgency.  

CSPMs must bring a mindset centered on customer retention and account growth, acting  not just as project managers, but as leaders responsible for customer satisfaction,  effective and timely solutions and account growth.  

RESPONSIBILITIES:  

Project Management:  • Serve as the primary point of contact for assigned commercial accounts, building  strong, long-term relationships  • Maintain regular communication with customers to review forecasts, PO  timelines, and open action items  • Ensure all customer deliverables are met on time and in full, escalating risks early  with potential solutions identified  • Understand client goals, challenges, and priorities to ensure successful outcomes  • Support account growth, client retention, and high customer satisfaction  • Develop and manage project timelines from inception through completion,  ensuring all deliverables meet timeline expectations  

Forecasting & Execution:  • Track and monitor monthly forecasts for assigned accounts  • Collaborate closely with Finance and Procurement to proactively flag changes in  demand to avoid delays in procurement of material  

Annual Pricing Review:  • Participate in the annual pricing review process by reassessing active SKUs  within their account portfolio  • PMs are responsible for presenting and communicating final pricing  recommendations internally and externally to the customer 

Requirements

QUALIFICATION REQUIREMENTS:  

Required  • Bachelor’s degree in Business, Project Management, Communications, or related  field.  • 2–5 years of experience in client facing roles with responsibilities in project  and/or account management.  • Strong organizational and multitasking skills with the ability to manage multiple  clients at once.  • Excellent written and verbal communication skills.  • Ability to build strong relationships and collaborate effectively with internal and  external partners.  • Proficiency in Google Sheets  • Excellent in Word, Excel & PowerPoint  • Strives in a fast-paced environment with tight deadlines.  Preferred  • Experience in a manufacturing, packaging, supply chain, or production-focused  environment.  • Knowledge of supply chain processes, material planning, or production  scheduling.