Customer Success & Product Project Manager

About the role

The Customer Success & Product Project Manager is responsible for keeping Customer Success and Product Operations moving in a coordinated way, translating leadership priorities into structured, trackable execution. The position sits in a fast-paced environment with many shifting priorities, where strong organization and constant follow-up are essential. This is a highly visible role that helps teams stay aligned, accountable, and on schedule across multiple active workstreams.

In day-to-day work, this role manages numerous simultaneous initiatives, checks in across teams, keeps systems and documentation current, and ensures that progress remains visible and moving forward.

Decision & ownership scope

• Helps coordinate delivery across Customer Success and Product based on priorities set by the CCOO and VPs.
• Keeps execution plans, timelines, and commitments consistently monitored and easy to see.
• Maintains an active execution rhythm and ensures updates are always current.
• Raises risks, delays, and execution gaps to leadership when needed.
• Coordinates resolution of cross-functional dependencies and blockers.
• Supports prioritization and sequencing conversations by clarifying capacity and timing.

Core responsibilities

Cross-functional coordination and execution support

• Oversee daily coordination between Customer Success and Product teams.
• Make sure timelines, dependencies, and deliverables are tracked and communicated clearly.
• Help CS and Product leaders stay aligned across ongoing initiatives.
• Strengthen accountability by making sure owners and outputs are clearly defined.
• Prevent work from moving ahead without clear scope, ownership, and tracking.
• Act as the day-to-day driver across teams so work keeps moving and commitments are completed.
• Ensure meetings, decisions, and discussions always end with next steps, ownership, and follow-through.
• Track commitments across teams, escalate when ownership or timelines are unclear, and keep progress moving.

Program management and delivery support

• Provide direct project management support for client programs, product initiatives, and internal projects.
• Monitor milestones, deliverables, and schedules across many active workstreams.
• Spot risks early and escalate them to protect delivery timelines.
• Help remove blockers by coordinating with the right teams.
• Maintain steady follow-through across all active initiatives.
• Use good judgment to decide what to prioritize and when to escalate issues to leadership.

Documentation, systems, and execution visibility

• Keep the centralized documentation and tracking system for Customer Success and Product accurate, complete, and reliable.
• Ensure every initiative is recorded with clear scope, ownership, timelines, and status.
• Work with CS and Product leadership, including EDs and GMs, to create, update, and maintain documentation.
• Support dashboards and reporting that show execution status, risks, and successes.
• Make sure systems such as HubSpot, campaign tools, SharePoint, and similar tools are used consistently and kept current.
• Identify recurring execution gaps and suggest ways to improve workflows, systems, and coordination over time.

Success metrics

• High accuracy and consistency in tracking execution across all initiatives.
• Deliverables are completed on time across Customer Success and Product workflows.
• Program status, risks, and dependencies are clearly visible and always current.
• Teams adopt documentation and tracking systems consistently.
• Ability to manage many projects at once.
• Execution remains consistent across teams with little dependence on ad hoc coordination or escalation.
• Timelines are not frequently delayed because of missed follow-up, unclear ownership, or coordination gaps.

Qualifications

• 2 to 5+ years of experience in program management, project management, or operations.
• Background supporting cross-functional teams in fast-moving environments.
• Strong organization and time management skills, with the ability to balance several priorities.
• Careful attention to detail and a strong focus on follow-through.
• Experience with project management tools, CRMs such as HubSpot, JIRA, SharePoint, and/or Smartsheet, or documentation systems is preferred.
• Strong communication skills and the ability to work with many stakeholders.

Success profile

• Highly organized and detail-focused.
• Comfortable handling a large workload and staying organized under pressure.
• Proactive, responsive, and dependable with follow-through.
• Communicates clearly and keeps teams aligned and informed.
• Uses sound judgment and knows when escalation is necessary.
• Persistent about follow-up and closing open loops so tasks and decisions do not get stuck.
• Comfortable pushing for clarity, accountability, and action across teams, including senior stakeholders.
• Motivated to learn and grow on an operational leadership path.
• Preferred location/timezone fit: Central timezone, with ability to work across East and West Coast schedules.

Compensation

Salary range: 75k to 95k.

Additional information

This is a full-time position based in Central A Zone, Central Region, Uganda.