Customer Success Consultant Project Manager

Overview

At Staples, a business-to-business company, the Customer Success team is pivotal in delivering outstanding customer experiences and fueling company growth. The Customer Success Consultant (CSC) Project Manager will guide multifaceted customer endeavors, operational changes, and root-cause analyses that influence customer loyalty, satisfaction, and revenue realization. This role fits a structured, solution-driven leader comfortable with ambiguity, who promotes accountability among diverse stakeholders and translates complex problems into actionable plans. Collaboration with Sales, clients, vendors, and multidisciplinary teams from project initiation to delivery is key. The CSC Project Manager acts as the project leadership anchor in the Customer Success organization for projects of high complexity, visibility, and business significance.

Core Responsibilities

• Lead and oversee complex customer-related projects, implementations, and issue resolution from start to finish.
• Create and maintain project timelines, plans, risk assessments, and stakeholder communications to ensure effective execution.
• Coordinate efforts among cross-functional teams, customers, and external partners to ensure alignment and responsibility.
• Identify problems, perform thorough root cause analyses, and develop sustainable corrective measures.
• Apply balanced judgment to harmonize customer requirements, business goals, and project targets.
• Deliver transparent project updates, reports, and advice to leadership and stakeholders.
• Serve as the liaison linking Sales, Customer Success, Operations, Vendors, and other business units.
• Initiate and drive improvements to processes enhancing customer satisfaction, operational effectiveness, and project delivery quality.

Candidate Profile

• Demonstrated experience managing several priorities in a dynamic, deadline-intensive work environment.
• Strong analytical and problem-solving abilities focused on execution and achieving results.
• Comfortable managing ambiguous situations and adapting to shifting priorities.
• Exemplary organizational skills, accountability, and ownership mindset.
• Ability to influence and collaborate across teams without direct supervisory authority.

Minimum Qualifications

• High School Diploma or GED certification.
• At least two years of business experience in project coordination or project management.
• Track record of leading projects and ensuring positive results involving multiple stakeholders.
• Advanced skills in Microsoft Office, particularly Excel functions like V/X lookups, pivot tables, and power query.
• Experience working with Salesforce.com platform.
• Proven ability to collaborate effectively with cross-functional teams.
• Strong organizational, analytical, and time management skills.
• Excellent written and oral communication capabilities.

Preferred Qualifications

• Experience supporting or working within sales teams.
• Background in managing customer onboarding or implementation projects.
• Experience in strategic customer account management.
• Familiarity with enterprise order management systems.
• Proven achievements in leading process improvement initiatives.
• Associate or bachelor's degree in business, Project Management, or related discipline; PMP or PMI certifications are an advantage.

Benefits and Culture

• An inclusive workplace culture supported by associate-led Business Resource Groups.
• Generous time-off policies including 22 days of flexible paid time off and 7 paid holidays observed annually.
• Access to online and retail discounts, company 401(k) matching program, physical and mental wellness programs, among other benefits.

Additional Information

The salary range indicated reflects the anticipated compensation at posting and will be influenced by factors such as experience, skill set, education, business needs, geographic location, and equity considerations within the company.