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.
Skills Required
- Project management experience leading client onboarding and implementations
- Experience using Salesforce (SFDC) for tracking onboarding and project documentation
- Ability to create project plans, timelines, risk assessments, and communicate status to stakeholders
- Strong cross-functional collaboration with Sales, Product, Development/QA, and Support teams
- Experience preparing and delivering client-facing kickoff decks, design workshops, and technical sessions
- Proficiency organizing and managing client documentation in SharePoint or similar systems
- Excellent verbal and written communication, meeting facilitation, and action-item tracking
- Familiarity with internal HR/goal tools (Rippling) and onboarding trackers
What We Do
Drips helps companies engage with their consumers more effectively. How do we do it? Through an AI-powered, conversational outreach platform that includes human-like two-way texting, scheduled calling and voicemail messages.
