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GDH · 8 hours ago

Customer Success Manager

Richardson, TX

Full-time

Hybrid

Senior Level, Lead/Staff

$70/hr - $80/hr

8+ years exp

GDH is seeking a highly skilled Customer Success Manager with a strong background in technical program management to support global enterprise customers. The role involves managing customer experiences, driving technology adoption, and leading cross-functional teams to optimize customer outcomes.

ConsultingEmploymentStaffing Agency

Growth Opportunities

Responsibilities

Serve as the primary point of contact for select premium customer accounts, taking ownership of end-to-end customer experience and program delivery across multiple regions

Drive successful adoption and utilization of advanced technologies and services within customer organizations, ensuring value realization and supporting business growth objectives

Manage the entire program lifecycle, including initiation, planning, execution, monitoring, and completion, while aligning with strategic goals and adapting to changing requirements

Establish and execute effective program governance frameworks to facilitate decision-making, risk management, and consistent reporting on program outcomes and financial status to stakeholders

Lead cross-functional teams in a matrix environment, orchestrating resources across delivery, technical support, customer success, renewals, and partners to optimize customer outcomes

Maintain open communication channels with customer technical and operational leaders, as well as internal stakeholders, to monitor progress, address issues, and drive continuous improvement

Assess and mitigate program risks and issues, implementing corrective actions and process improvements to enhance productivity and overall success

Provide guidance and mentorship to team members, fostering skill development and ensuring integration of industry best practices and organizational goals

Qualification

Project Management CertificationCustomer-Facing ExperienceProgram Management PracticesAgile CertificationMicrosoft ProjectLeadership SkillsSelf-Management SkillsLocal LanguageFluency in EnglishCommunication Skills

Required

Bachelor's degree with a minimum of 12 years of experience in project or program management, or a master's degree with at least 8 years of relevant experience

Advanced project management certification required (PMP or equivalent); Agile certification preferred

Minimum 5 years of customer-facing experience managing complex, multi-technology programs in a global enterprise environment

Demonstrated ability to collaborate with customer-employed and external partners to achieve program objectives

Proficient in program and project management practices, including financial and performance reporting, risk management, and procurement processes

Experience with contract management and a strong commitment to delivering exceptional customer satisfaction

Exceptional leadership, communication, and self-management skills, with a proven ability to lead adaptively and maintain composure in dynamic environments

This role requires fluency in English and proficiency in at least one local language relevant to the customer region

Advanced proficiency with Microsoft Project, Excel, Word, PowerPoint, and PMO governance tools

Availability to work flexibly across time zones as required by customer and program needs