About

Responsible for driving operational efficiency, enabling scalable processes, and supporting the Client Success organization in delivering maximum value to enterprise clients. The Client Success Project Manager works closely with Client Success Directors and their teams to streamline workflows, coordinate cross-functional initiatives, and optimize the systems and processes that enable Sandler’s programs and solutions to deliver measurable outcomes.

This role plays a critical part in aligning operational priorities with client success goals—supporting retention, expansion, and recurring revenue growth. You will enable the team to deliver a seamless client experience, track key metrics, and improve internal execution at scale. This role is ideal for someone with a genuine passion for their clients' business and industry. You will thrive in a fast-paced environment and enjoy the diverse aspects of business development, contract negotiation, solutioning, client engagement, delivery excellence, operations/financial management, and team/people management—all in one role.

Responsibilities:

• Lead the planning, execution, and delivery of strategic and operational projects supporting the Client Success team.
• Develop and manage standard operating procedures (SOPs) to streamline workflows and enhance operational consistency across teams.
• Partner closely with Client Success Directors and their teams to coordinate internal resources, improve onboarding processes, and accelerate time-to-value for clients.
• Implement tools, automations, and reporting frameworks that increase visibility into client health, adoption metrics, and key performance indicators.
• Develop and manage dashboards to analyze client success data, operational performance, and retention trends—providing actionable insights to leadership.
• Monitor project milestones, dependencies, and risks while ensuring deadlines and business objectives are consistently met.
• Identify process inefficiencies, propose solutions, and lead improvement initiatives to enhance overall client and team performance.
• Serve as a key connector between cross-functional teams to ensure alignment, coordination, and accountability on enterprise client priorities.
• Support special projects and operational initiatives as directed by leadership.
• Collaborate cross-functionally with sales, product, marketing, legal, support, and operations teams to deliver exceptional value to customers.
• Drive retention and growth by implementing proactive strategies that enhance client satisfaction and engagement

Tools Utilized:

• Intermediate level of competency with:
  • Microsoft Office (Word, Excel, Outlook, and PowerPoint)
  • Microsoft Office 365 (OneNote, SharePoint, and Teams)
  • Zoom or other web-based conferencing platforms
  • Adobe Acrobat DC
• Preferred familiarity with:
  • Adobe Creative Cloud products such as InDesign
  • CRM functionality
  • Learning Management Systems

Core and Position Specific Competencies:

• Operational Leadership: Ability to design, implement, and manage systems that drive scale and efficiency.
• Project Management Expertise: Skilled at coordinating multiple priorities and leading cross-functional initiatives.
• Business Acumen & Critical Thinking: Understands client success drivers and can translate operational goals into measurable impact.
• Analytical & Data-Driven: Uses reporting and insights to inform decision-making and guide business strategy.
• Cross-Functional Collaboration: Builds strong partnerships across Sales, Enablement, Learning, and Client Success.
• Problem-Solving Orientation: Proactively identifies operational bottlenecks and develops solutions to resolve them quickly.
• Client-Centric Mindset: Ensures operational processes enhance the overall client experience and outcomes.
• High Adaptability: Thrives in fast-paced, evolving environments while maintaining quality and attention to detail.

Qualifications:

• Bachelor’s degree or equivalent experience; PMP or similar certification preferred.
• 5+ years of experience in project management, operations, or process optimization roles, preferably within SaaS, enterprise consulting, or professional services environments.
• Demonstrated success leading operational initiatives that improved scalability, client experience, and efficiency.
• Advanced proficiency with project management tools (e.g., Asana, Monday.com, Smartsheet) and CRM platforms.
• Strong communication, facilitation, and presentation skills with the ability to influence at all organizational levels.
• Experience working directly with senior stakeholders and cross-functional teams to align priorities and execute strategies.
• Self-driven, results-oriented, and highly organized with a strong sense of urgency.
• Proficiency in MS Office and familiarity with data visualization tools for reporting and analytics.
• Ability to travel up to 10–15% as needed.

Work Environment and Physical Requirements: 

While performing the responsibilities of this position, the employee is required to be stationary for long periods of time and may spend long periods of time in meetings and talking with customers.  Several hours each day can be spent in front of a computer screen. The employee is occasionally required to reach with arms and hands, climb or balance, and to stoop, kneel and crouch.  Close vision and fine motor skills for computer are needed.  The employee must be able to lift up to 15 lbs.  Some travel is required. This position occasionally requires work outside of normal business hours.