Project Manager & Customer Success Lead
Colombo
Other /
Full Time /
Remote
We are seeking a Project Manager & Customer Success Lead who can oversee multiple customer projects, ensure clear and proactive communication, and align customer requirements with our technical delivery team. This is a hybrid role that combines strong organisational skills with customer-facing communication
Responsibilities
- Project Coordination
- Manage 10–20+ concurrent customer projects at varying stages
- Track milestones, tasks, and deliverables, ensuring timelines are met
- Prepare and maintain customer-facing project plans, progress updates, and reports
- Customer Success
- Serve as the main point of contact for customers during project delivery
- Ensure customer expectations are clearly understood, documented, and managed
- Build trusted relationships by providing timely, professional, and clear communication
- Internal Collaboration
- Liaise between customers and our technical team, ensuring requirements are captured and delivered
- Provide structured updates to management on project health and risks
- Flag blockers early and coordinate resources to resolve issues
To be successful in this role, you will have:
- Requirements
- Technical Background: Prior experience in IT, SaaS, cloud, or telecoms projects (not required to be a deep engineer, but must confidently “speak the language”)
- Excellent Communication: Ability to speak clearly and professionally with customers and internal staff (must have confidence in voice and presence)
- Multi-tasking & Organisation: Proven ability to handle multiple parallel projects (10–20+)
- Customer-facing Experience: Previous experience in customer success, account management, or project coordination role
- Documentation Skills: Ability to write project notes, plans, and updates in a structured and concise manner
- Admin & Tracking: Proficiency with project management and CRM tools (e.g., MS Project Manager, Smartsheet, Jira, or similar).
- We use Microsoft Dynamics CRM and Teams Channels combined with Smartsheet as our primary customer project management tools
- Preferred Attributes
- A proactive, can-do attitude — willing to “own” the orchestration role
- Detail-oriented and disciplined with follow-up and tracking
- Ability to stay calm under pressure and manage competing priorities
- Prior experience in contact centre software, SaaS, or telco environment is a plus
By applying for this role, your contact details will be securely stored in our candidate database. If you're not selected for this role, our Talent Acquisition Team may contact you regarding future opportunities that match your profile.Additionally, your email address will be automatically subscribed to our monthly newsletter, as well as special announcements such as upcoming webinars and events that we host. You may unsubscribe from these communications at any time by clicking the Unsubscribe link at the bottom of any of our emails.
