Project Manager / Customer Success Manager

Project Manager / Customer Success Manager

Language Requirements: English C1 minimum (will be evaluated)

Type: Full-time

About The CallCenter Doctors

We are in the middle of a company-wide transformation. What was once a reactive, loosely-structured call center is becoming a scalable, efficient, and world-class service organization. We currently support 200+ employees and growing. Now, we’re seeking a Client Success Director with a strong PMO foundation to build and scale our service delivery infrastructure and client success strategy.

The Role

This is not your typical Client Success Director role.

We’re looking for a project execution expert with deep knowledge of cross-functional delivery, client lifecycle management, and scalable operations. You’ll be responsible for managing client programs from onboarding to growth, while simultaneously building the systems, playbooks, and metrics that turn chaos into clarity.

You’ll work closely with the CEO, Ops, Product, and Sales teams to manage expectations, communicate delivery timelines, and ensure long-term client satisfaction, not through “relationship fluff,” but through actual, measurable delivery of value.

What You'll Do

• Strategic Program Ownership
• Build and lead the Client Program Management Office (PMO) across accounts
• Standardize client-facing delivery processes (onboarding, SOPs, timelines, SLAs, escalation flows)
• Coordinate cross-functional delivery between Ops, Recruitment, Training, and Finance
• Drive and report on KPIs: turnaround time, fulfillment % by SLA, issue resolution, etc.
• Ensure every client program runs on-time, in-scope, and on-budget

• Client Success & Retention (CS focus – 30%)
• Own the post-sale client relationship with a focus on retention through delivery
• Implement Quarterly Business Reviews (QBRs) with strategic accounts
• Surface client pain points early and align internal teams to resolve fast
• Manage expectations through proactive communication and accountability
• Partner with Sales to identify expansion opportunities driven by client trust
• What Success Looks Like
• Client programs operate like clockwork, tracked via dashboards and owned end-to-end
• Churn is reduced monthly through delivery consistency and visibility
• Clients view CCDocs not as a vendor, but as an operational extension of their team
• Team is executing with clarity, everyone knows what’s expected and when
• Internal chaos is replaced by predictability, repeatability, and measurable execution

• Who You Are
• 10+ years in Project/Program Management, preferably in a BPO, SaaS, or Operations-heavy environment
• 3–5 years in a Client Success, Delivery, or Service Director role
• Proven experience building processes from scratch (not just managing them)
• Strong background in client onboarding, success metrics, SLAs, and reporting
• Deep understanding of program lifecycle, change management, and internal alignment
• Excellent communication and conflict resolution skills, you can push back without burning bridges
• English proficiency at a minimum C1 level (will be evaluated)
• You thrive in messy environments and love bringing structure to ambiguity

• Nice to Have
• Experience in high-growth startups or turnaround environments
• Familiarity with recruitment services, call centers, or outsourced staffing models
• Experience using tools like Monday.com, Salesforce, BambooHR, or similar

• Why Join Us?
• You'll be one of the key architects of CCDocs’ transformation
• You’ll get true autonomy and support from leadership, no micromanagement
• You’ll build something real, measurable, and scalable from the ground up
• $15 USD/hr and growth path into VP-level leadership as we scale