Customer Success Mgr, Project Services

Job Listing ID:

4488793

Job Title:

Customer Success Mgr, Project Services Application Deadline:

Open Until Filled

Job Location:

Salem

Date Posted:

05/08/2026

Hours Worked Per Week:

Not Provided Shift:

Not Provided Duration of Job:

Either Full or Part Time, more than 6 months You may contact this employer directly. (Obtain the contact information to print or add to your jobs.)

Job Summary:

I. Job Summary The primary objective of this role is to execute the onboarding of WM's National Account program with all clients across all areas. The Customer Success Manager is responsible for the Project Services Project Manager who maintain the relationship with the client while overseeing the project based service needs of the client and managing all communication between WM and the client. The Manager is accountable for the quality of all client projects and transactions, overall service performance and customer satisfaction and supporting the organizational goals to grow and maintain existing customers. They are responsible to recruit, coach and develop a team that is an advocate for our clients and represents the brand in the highest professional standard. II. Essential Duties and Responsibilities Responsible for working directly with customers and internal stakeholders to ensure timely, accurate and complete execution of complex implementation project plans. Serve as internal and customer facing subject matter expert on implementations and impacts of non-standard use cases. Provide practical guidance on operationalizing processes, data and business process flows, and regulatory impacts, and lead client trainings to optimize client engagement with SBS/WM. Partner with functional area teams to translate customer feedback into actionable insights for service enhancements, driving continuous improvement and innovation Owns the customer relationship, stakeholder communication and change management during all implementation phases. Build and sustain strong relationships with clients through implementation phase, acting as a strategic advisor by understanding their business objectives, challenges, and long-term goals. Leads meetings with customers and internal stakeholders, documents and manages action items and outputs to drive proactive initiatives and ensure timely, accurate and complete execution of project plans. Engage across the customer's organization and work cross-functionally to identify opportunities and risks around launch timelines and business processes, and present recommendations and solutions. Accountable for customer onboarding analytics and reporting including: customer access, ensuring all information is current, referencing dashboard in customer engagements and actioning accordingly Accountable for all internal and external data inputs needed to ensure success of implementation and steady state/account management. Partner with Billing team to ensure that all billing definitions are clearly conveyed from customer and first bill will be received in correct format, is correct and on-time. Collaborate with Compliance team to ensure that all contractual rules are loaded. Partner with CE Leadership to complete any initial customer portal set-ups, understand any approval needs and ensure all of those are loaded into Salesforce and Acorn. Monitor progress to ensure timelines are met and communicate with leadership on status and risks. Use in-depth knowledge of WM organizational structure in order navigate complex client projects and adapt process as needed. Proactively delivery implementation analytics and insights to customers

Team Leadership:

Provide thought leadership Support colleagues on complex customer issues Leads team huddles and team meetings. Proven ability to surface process improvement opportunities and execute implementation and training. Proven ability to act as interdepartmental liaison to resolve issues and drive improved partnerships. Proven ability to lead projects and initiatives.

Job Classification:

Computer Occupations, All Other Access our statewide or regional occupation report for more information about wages, employment outlooks, skills, training programs, related occupations, and more. Compensation

Salary:

Not Provided Job Requirements

Experience Required:

 See Job Summary

Education Required:

None

Minimum Age:

N/A Gender:

N/A