Description:

About the Role

As a Customer Success Project Manager at FieldAssist, you will own the end-to-end delivery of customer onboarding, implementation, and post-go-live success initiatives.

You will act as the bridge between customers and internal teams to ensure successful adoption, value realization, and long-term customer satisfaction across complex SaaS deployments.

This role blends project management excellence with customer success ownership, requiring strong stakeholder management, domain understanding of SaaS platforms, and the ability to translate customer business objectives into executable delivery plans.

You will be accountable not only for timelines and scope, but also for customer outcomes, product adoption, and sustained engagement.

About FieldAssist

FieldAssist is a SaaS-based technology platform transforming route-to-market capabilities of CPG companies across the value chain.

From distributors to retailers, sales teams to leadership, all stakeholders are digitally connected through an integrated platform that simplifies sales planning, execution, forecasting, and distribution optimization.

Headquartered in Gurugram, India, FieldAssist serves customers across 10 countries in Asia and Africa and is a proud partner to over 600 leading CPG brands including Godrej Consumer Products, Danone, Haldirams, Eureka Forbes, Bisleri, Borosil, Adani Wilmar, Philips, Mamaearth, and many more.

FieldAssist is certified by Great Place to Work, reflecting its strong culture of trust, performance, collaboration, and employee well-being.

Key Responsibilities:

Customer Success & Project Ownership:

- Own the customer onboarding and implementation lifecycle from kickoff through stabilization and handover to ongoing success teams.

- Translate customer business goals into structured success plans, project roadmaps, milestones, and measurable outcomes.

- Ensure customers achieve defined success criteria, including platform adoption, operational efficiency, and ROI realization.

- Act as the customer advocate internally, aligning delivery priorities with customer expectations and long-term success.

Project Planning & Execution:

- Define project scope, objectives, deliverables, timelines, dependencies, and success metrics in collaboration with customers and internal teams.

- Develop and maintain detailed project plans, resource allocation models, and risk registers.

- Track progress against milestones, proactively identify risks, and drive issue resolution to ensure on-time and high-quality delivery.

- Manage change requests, scope adjustments, and dependencies without compromising customer experience or delivery commitments.

Client Relationship Management:

- Serve as the primary point of contact for customers during implementation and major success initiatives.

- Build strong, trust-based relationships with customer stakeholders across business, operations, and IT teams.

- Conduct regular governance calls, status reviews, and success checkpoints with customers.

- Proactively manage customer expectations, escalations, and feedback to drive satisfaction and retention.

Cross-Functional Collaboration:

- Lead cross-functional teams including Product, Engineering, QA, Support, and Customer Success to deliver seamless customer outcomes.

- Coordinate with internal stakeholders to ensure alignment on priorities, timelines, and customer commitments.

- Enable transparent communication, accountability, and collaboration across teams throughout the project lifecycle.

Quality, Risk & Success Measurement:

- Define and enforce delivery quality standards aligned with FieldAssists SaaS best practices.

- Identify, assess, and mitigate delivery and customer adoption risks early in the engagement.

- Conduct post-implementation reviews to capture lessons learned and drive continuous improvement.

- Track and report customer success metrics such as adoption, utilization, issue trends, and delivery health indicators.

Stakeholder Communication & Reporting:

- Prepare and present structured project and customer success reports to customers and senior leadership.

- Communicate project health, risks, dependencies, and outcomes clearly through dashboards, documentation, and reviews.

- Ensure consistent alignment and transparency across all customer and internal stakeholders.

Qualifications & Experience:

- Bachelors degree in Computer Science, Engineering, Information Technology, or a related field (Masters preferred).

- 6+ years of experience in customer-facing project management, customer success, or SaaS implementations, preferably in B2B or enterprise environments.

- Strong understanding of SaaS delivery models, software development lifecycles, and Agile methodologies.

- Proven experience managing complex, multi-stakeholder customer engagements with measurable business outcomes.

- Excellent communication, relationship management, and stakeholder influence skills.

- Strong problem-solving ability with a customer-first mindset and attention to detail.

- Ability to manage multiple customer projects simultaneously in a fast-paced environment.

- Hands-on experience with project management and customer success tools.

- PMP, Agile, or Customer Success certifications are a plus