Title:  CSO PMO Program Manager

Job Summary

We’re seeking an experienced Technical Project Manager to join our Customer Success Project Management Office (PMO). This role blends advanced project management expertise with deep technical acumen to drive complex customer implementations, integrations, and strategic success initiatives. Operating with a high degree of autonomy, you will apply wide‑ranging professional knowledge, sound judgment, and strong business acumen to resolve complex delivery challenges, define new approaches, and influence outcomes across the organization. You will serve as a trusted advisor to stakeholders, frequently guiding others on complex matters while ensuring alignment to broader company objectives.

Location: Research Triangle Park (RTP), North Carolina area or surrounding region (Raleigh, Durham, Chapel Hill, Cary). This role offers flexibility with a hybrid work arrangement, but preference will be given to candidates who can work from or regularly collaborate at our RTP office location.

Essential Functions

Project Managers at this level are responsible for leading complex, often ambiguous customer success programs and internal operational initiatives. The role requires advanced analytical capability, independent decision‑making, and cross‑functional influence. Specific responsibilities include:

• Lead end-to-end delivery of complex, technical customer success projects, independently determining methods, procedures, and delivery approaches for new and evolving assignments
• Apply in‑depth professional knowledge and business acumen to design, adapt, and improve project models, frameworks, and delivery procedures to meet tactical business objectives
• Provide leadership for AI‑enabled and data‑driven initiatives, applying working knowledge of AI concepts, analytics, and automation to drive program delivery, improve customer outcomes, and inform decision‑making across complex customer success and internal initiatives
• Partner with technical, data, and business stakeholders to shape and lead AI‑related programs, including defining delivery approaches, managing risks and dependencies, and translating emerging AI capabilities into practical, scalable solutions aligned with company objectives
• Resolve most project blockers independently; proactively escalate major risks or systemic issues with clear options and recommendations
• Manage multiple concurrent projects with varying scopes, dependencies, and stakeholder complexity, exercising judgment in prioritization and trade‑off decisions
• Translate complex technical requirements into actionable delivery plans, accounting for interdependencies across engineering, architecture, operations, and customer teams
• Facilitate and lead complex technical and business discussions, adapting communication style to influence diverse audiences and align outcomes to broader organizational goals
• Identify, evaluate, and mitigate risks using advanced analytical techniques where outcomes depend on multiple variable factors
• Establish and evolve project management standards, templates, and best practices; guide the development of new approaches where existing policies are insufficient
• Provide regular visibility into project health, outcomes, and value realization through executive‑ready reporting and data‑driven insights
• Mentor and advise other project managers on complex delivery challenges and best practices; coordinate work across teams without direct authority
• Network with key contacts beyond immediate functional areas to drive alignment, accelerate delivery, and share best practices
• Contribute to PMO capability building and continuous improvement initiatives aligned with departmental and company objectives

Job Requirements

Technical Knowledge

• Strong understanding of software development lifecycles, APIs, and system integrations
• Familiarity with technical architectures, data flows, and integration patterns
• Ability to read and interpret technical documentation and engage meaningfully in technical discussions
• Proficiency with project management and collaboration tools (e.g., Jira, Asana, Smartsheet)

Project Management Skills

• Expertise in both Agile and Waterfall methodologies
• Strong risk management, resource planning, and stakeholder management capabilities
• Excellent documentation and process management skills
• PMP, PRINCE2, or equivalent certification preferred

Core Competencies

• Outstanding written and verbal communication skills with ability to influence across all organizational levels
• Strong problem-solving mindset with ability to navigate ambiguity and complexity
• Customer-centric approach with empathy and relationship-building skills
• Collaborative team player who thrives in cross-functional environments
• Proven ability to manage competing priorities and meet deadlines

Preferred Qualifications

• Experience in Customer Success or Professional Services organizations
• Background in a technical role (e.g., developer, solutions engineer, technical consultant)
• Experience with change management and organizational transformation initiatives

Responsibility and Interaction:

• Responsibility: The tasks this individual is responsible for are non‑routine and complex, requiring in‑depth evaluation of variable factors and creative problem‑solving. The role exercises substantial judgment in selecting, adapting, and applying complex project management techniques and evaluation criteria. Work is reviewed primarily upon completion and is expected to be consistent with departmental and business objectives. The individual may be accountable through project teams for delivery of tactical business targets.

• Interaction: This individual operates as a subject matter expert and trusted advisor, working effectively with Staff through Vice President–level stakeholders across technical, business, and customer‑facing functions. The role requires strong influencing skills, the ability to adapt communication style to varied audiences, and frequent advising others on complex matters. Limited direction is provided on new or ambiguous assignments.

Education

• Bachelor's degree in Business, Computer Science, Information Technology, Engineering, or related field (or equivalent work experience)
• 8+ years of project management experience, preferably in SaaS, technology, or customer-facing environments
• 3+ years working in technical environments with demonstrated ability to understand and communicate technical concepts
• PMP, PRINCE2, Agile/Scrum certification, or equivalent professional certification preferred