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Tyfone, Inc. · 3 weeks ago

Sr. Project and Customer Success Manager

Portland, OR

Full-time

Onsite

Senior Level

7+ years exp

Nuuvia, a Tyfone group subsidiary, is the leading provider of intelligent lifecycle banking solutions for community banks and credit unions. The Senior Project & Customer Success Manager will lead customer implementations from contract to go-live, while also managing post-launch customer success and support escalations, ensuring high-quality delivery and customer satisfaction.

BankingFinanceFinTechMobile

Growth Opportunities

Responsibilities

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)

Qualification

Customer supportStakeholder managementProject managementPeople managementMicrosoft OfficeJiraSmartsheetCross-functional collaborationAI toolsAnalytical skillsCustomer satisfactionCommunication skillsOrganizational skillsProblem-solvingTeam player

Required

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

Preferred

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)

Benefits

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.

Company

Tyfone, Inc.

Tyfone is the creator of nFinia®, a dramastically better retail/commercial digital banking platform, as well as several platform-agnostic, revenue-generating digital business solutions for credit unions and community banks.

Founded in 2004

Portland, Oregon, USA

51-200 employees