Sr. Project and Customer Success Manager

Sr. Project and Customer Success Manager Tyfone
• Portland, OR, US (Remote)

Reporting to the President and COO, the Senior Project & Customer Success Manager leads customer implementations from contract to go-live while owning post-launch customer success and support escalations. This role is both hands-on and people-leading, responsible for scaling repeatable high velocity implementation processes while managing and developing a growing customer success and support function.

This role is critical to supporting a company in hyper growth and begins with one direct report but is designed to grow into a broader leadership position as implementation volume and customer support needs scale.

• Lead end-to-end customer implementations from kickoff through go-live
• Own high velocity implementation planning, timelines, milestones, risks, and dependencies
• Serve as the primary customer point of contact during onboarding and launch
• Coordinate cross-functional teams including Product, Engineering, Compliance, and Operations
• Drive consistency and quality through repeatable implementation frameworks and playbooks
• Ensure on-time, on-budget, and high-quality delivery across all assigned projects

• Own customer success outcomes for assigned accounts post-launch
• Oversee customer support ticket intake, prioritization, and escalation management
• Personally handle high-impact or escalated customer issues
• Partner with Product and Engineering to resolve root causes and reduce recurring issues
• Ensure customers achieve expected value, adoption, and satisfaction

• Manage and mentor one direct report supporting implementations and/or customer support
• Provide clear priorities, coaching, and performance feedback
• Establish best practices for workload management, ticket triage, and customer communication
• Support hiring, onboarding, and training as the team scales
• Foster a customer-first, accountability-driven team culture

• Design and refine implementation playbooks, onboarding materials, and success metrics
• Define clear roles, responsibilities, and handoffs across implementation and support workflows
• Implement tools and dashboards to track project health and customer support performance
• Use customer data and feedback to inform product improvements and operational efficiency
• Prepare the function for future specialization (e.g., dedicated Implementation vs. Support roles)

• A minimum of 7+ years of project management, customer support, implementations or professional services experience preferably in the financial services or software industry with increasing demonstrated responsibility and success.
• Prior people management experience, including coaching and performance management
• Proven ability to lead complex, multi-stakeholder customer implementations
• Strong executive-level customer communication and stakeholder management skills
• Experience working cross-functionally with Product, Engineering, and Operations
• Ability to balance hands-on delivery with leadership responsibilities
• Excellent client-facing and internal communication skills, verbal and written
• Solid organizational skills including attention to detail and multi-tasking skills
• Strong working knowledge of Microsoft Office, Jira, and Smartsheet
• Experience with leveraging AI tools to drive automation.

• Master’s degree in Business, Technology, Operations, or a related field
• Experience in B2B SaaS, fintech, payments, digital banking, or regulated environments
• Familiarity with customer support and project management tools (e.g., Jira, Zendesk, Wrike, Asana)
• Experience scaling or formalizing customer success and implementation teams
• PMP, CSM, or similar certification (nice to have)

• A business partner:
  Focused on partnering with the leadership team to build a great business.
• AI-forward:
  Inserting intelligence into every customer and operational journey.
• Execution-driven:
  Able to deliver high quality, on-time, on budget implementations.
• A partner and team player:
  Working cross-functionally with Product, Delivery, Compliance, Operations, and Finance
• Data driven:
  Strong analytical and problem-solving capabilities with experience establishing scalable delivery operations and consistently achieving quantifiable KPIs.
• A communicator:
  Excellent communication and interpersonal abilities.
• An advocate: A commitment to excellence and a dedication to customer satisfaction.

• Competitive salary and bonus structure
• Comprehensive benefits package including health, dental, and 401(k)
• Dynamic work environment with passionate, driven colleagues
• Opportunity to shape the future of digital banking and payments on a global scale.