Client Success Project Manager

Role Overview

At Drips, the Client Success Project Manager (CSPM) plays a pivotal role in guiding new clients from the close of sale through implementation and expansion. Acting as one of the first touchpoints from the Client Success team, the CSPM drives timelines, coordinates deliverables, and ensures a seamless transition from Sales to long-term Client Success.

This role requires a strong understanding of the client's business problem, the solution designed during sales, and the high-level technical requirements for integration. The CSPM collaborates cross-functionally with Sales, Client Success, Product, Development/QA, and Support teams to deliver successful client outcomes.

Success in this role is measured by the ability to deliver efficient, high-quality implementations that meet client objectives and set the stage for long-term growth

Project Leadership

• Translate client goals into actionable internal and client-facing project plans.
• Define and communicate project objectives clearly to all stakeholders.
• Create standardized deliverables summarizing key project details.
• Co-host client-facing kickoff meetings, design workshops, and technical implementation sessions, ensuring productive discussions and clear outcomes.

Project Planning

• Develop realistic project timelines that align with contracted deliverables and cross-functional workflows/SLAs.
• Anticipate potential risks, scope changes, and dependencies to keep projects on track.

Project Communication

• Host weekly internal and client-facing project meetings.
• Monitor and communicate project status, risks, issues, and priorities to stakeholders.
• Enforce accountability for task ownership across team members.
• Ensure the right participants are prepared for each meeting, from technical discussions to executive-level updates.
• Prepare and distribute meeting notes, track action items, and maintain up-to-date project plans in onboarding systems.
• Manage ongoing alignment and communication across internal teams and client stakeholders to ensure onboarding success

Day-to-Day & Ongoing Responsibilities

Weekly

• Host or attend internal and client-facing project syncs.
• Update onboarding trackers and project documentation in Salesforce (SFDC).
• Prepare kickoff decks, conversation design materials, and other supporting project documents in partnership with internal teams.
• Manage and organize client documentation in SharePoint.
• Support Customer Success Managers (CSMs) with project approvals, agendas, and deliverables.
• Escalate timeline risks.

Bi-Weekly

• 1:1 check-ins with manager.
• Participate in CSM/CIM Team Meetings.
• Review and update goals in Rippling.

Other

• Monthly: 1:1 with department head.
• Quarterly: All-Hands & Birthday Anniversary Toasts.
• Ad hoc: Cross departmental trainings.