Project Manager, Customer Success

Zafran Security is a cybersecurity company focused on preventing the exploitation of vulnerabilities across hybrid environments. The Project Manager, Customer Success will manage strategic customer projects and lead initiatives that improve Customer Success operations, including process optimization, automation, cross-functional coordination, and program adoption.

Responsibilities:

• Manage strategic customer projects, such as high-visibility deployments, large enterprise rollouts, and executive engagements, partnering with Solution Architects and TAMs to drive plans, timelines, and stakeholders from kickoff through delivery
• Lead projects that strengthen how the Customer Success team operates, from identifying gaps in current workflows to designing and implementing better ones
• Drive the rollout of new Customer Success initiatives, including planning, stakeholder alignment, enablement, and tracking adoption after launch
• Identify opportunities to automate manual or repetitive work across the customer lifecycle, and partner with GTM Ops, Engineering, and system owners to build and implement those automations
• Work across the organization (Sales, Product, Engineering, Support, Marketing, and Finance) to streamline cross-functional handoffs and make sure Customer Success has what it needs to deliver for customers
• Build and maintain playbooks, templates, and documentation that help the Solution Architect, Support and TAM teams work consistently and scale effectively
• Manage project plans, timelines, and dependencies for multiple internal initiatives at once, keeping stakeholders informed with clear status updates and reporting
• Measure the impact of process changes and new programs, and use that data to recommend further improvements
• Act as a trusted partner to Customer Success leadership, helping prioritize the initiatives that will have the biggest impact on the team and on customers

Requirements:

• 5+ years of project or program management experience, ideally in a B2B SaaS or customer-facing environment
• Experience supporting Customer Success, Professional Services, or Technical Account Management teams
• A proven ability to manage several projects at once without losing sight of details or deadlines
• Strong written and verbal communication skills, with comfort presenting to both internal teams and customers
• Fluency with project management and collaboration tools (such as Jira, Asana, Monday.com, Notion, or Slack) and a CRM like Salesforce
• Enough technical curiosity to understand the product and hold your own in conversations with engineers and technical customers
• A process-minded approach: you notice what's being done manually or inconsistently and build a better way
• Calm, organized, and proactive under pressure, with good judgment about when to escalate
• A customer-first mindset and a genuine interest in helping customers succeed
• familiarity with Zendesk
• familiarity with cybersecurity
• PMP or similar certification