Customer Success Project Manager

Mad Mobile is an AI-driven software development company headquartered in Tampa, FL, revolutionizing the restaurant and enterprise retail industries. Our innovative solutions empower businesses to enhance customer experience, streamline operations, and drive growth through cutting-edge technology. From mobile ordering and payments to advanced point-of-sale systems, our AI-driven approach helps industry leaders stay ahead in an ever-evolving digital world. As a fast-growing organization, we foster a collaborative, dynamic, and inclusive culture dedicated to delivering exceptional value to our clients and employees. Join us in shaping the future of restaurants, retail, and hospitality through intelligent, technology-driven innovation. About the Role: The Customer Success Project Manager plays a critical role in supporting customer onboarding, account management operations, customer retention initiatives, and revenue-generating conversion programs. This position serves as the operational backbone for the Customer Success and Account Management teams, ensuring customer data integrity, onboarding execution, installation coordination, account readiness, and consistent customer engagement across the customer lifecycle. This role is ideal for a highly organized, detail-oriented professional who thrives in a fast-paced environment and enjoys balancing project coordination, customer operations, process improvement, and cross-functional collaboration. The successful candidate will help drive efficiency across Customer Success while enabling Account Managers to focus on customer relationships, upsell opportunities, and strategic growth initiatives. Role Location: Tampa, FL (in-office) In this role, you will: Support Customer Success and Account Management teams with operational and administrative activities. Maintain accurate customer, contact, asset, and account data within Salesforce and related systems. Coordinate customer onboarding activities, implementation timelines, and cross-functional deliverables. Manage customer case workflows and ensure proper communication between Support, Customer Success, and Account Management. Monitor non-responsive and at-risk accounts, helping drive follow-up and operational readiness. Coordinate third-party installations and maintain communication with installation partners and internal stakeholders. Support hardware deployment tracking, retrieval efforts, and asset accountability initiatives. Maintain onboarding documentation, implementation trackers, reporting dashboards, and operational procedures. Support lower-tier account coverage, queue management, and recurring customer administration tasks. Identify process improvement opportunities and support operational excellence initiatives. Generate reports and analyze operational metrics to support leadership decision-making. We are looking for someone who has: Strong analytical and problem-solving skills with the ability to interpret large data sets and identify trends. Exceptional organizational and project coordination abilities. Experience working heavily in spreadsheets, reporting platforms, and operational systems. Strong communication and interpersonal skills with the ability to collaborate across departments. Ability to manage multiple projects, priorities, and deadlines simultaneously. Detail-oriented mindset with strong follow-through and accountability. Comfort working in a fast-paced, evolving environment with shifting priorities. Ability to document processes clearly and improve operational workflows. Requirements: Bachelor’s degree in Business, Operations, Supply Chain, Analytics, or a related field preferred. 1–3 years of experience in project coordination, onboarding, operations, customer success, implementation, or related roles. Strong proficiency in Microsoft Excel and/or Google Sheets. Experience with reporting, data analysis, and operational tracking tools. Experience coordinating multiple stakeholders and project timelines. Comfortable presenting information and supporting live webinars or training sessions. Strong written and verbal communication skills. Preferred Qualifications: Experience in SaaS, retail technology, restaurant technology, logistics, or warehouse operations. Familiarity with project management tools such as Asana, Jira, Monday.com, or Microsoft Project. Experience supporting inventory management or forecasting initiatives. Exposure to CRM systems and operational reporting platforms. Startup or high-growth company experience preferred. Our Core Values Customer – WE believe that our customers deserve the best from us every day. Accountability – WE take ownership and make things happen. Teamwork – WE win as a team and have fun doing it. Innovation – WE innovate, inspire, ignite the future! Integrity – WE are honest, ethical, and trustworthy. What about the benefits you ask? At Mad Mobile, we're committed to taking care of our employees right from the start. That's why there's no waiting period for our plans – they kick in from day one. We're proud to offer market leading benefits for medical, dental, and vision and cover a generous amount of your premiums. To make sure you're off to a great start, we even provide you with a $500 HSA contribution (prorated based on your start date and split into two payments). Additionally, we provide a 401(k) plan with a matching contribution of up to 4%, and the best part is you're fully vested from day one. At Mad Mobile, we're not only building the next generation of in-store experiences; we're also building the next generation of incredible teams. EEOC Statement Mad Mobile is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws. #J-18808-Ljbffr Mad Mobile, Inc.