[Hiring] Project Manager, Customer Success @Zafran Security

Role Description

Zafran is looking for an experienced Project Manager, Customer Success to join our expanding team. As our Customer Success team scales, we need someone to help it run smarter and deliver for our most important customers. Reporting to the Manager of Customer Success Strategy, the Project Manager will split their time between two areas:

• Managing strategic customer projects, partnering with our TAMs to keep high-visibility deployments and enterprise initiatives on track.
• Driving projects that improve how Customer Success works: streamlining processes, automating manual work, and rolling out new CS initiatives across the organization.

What you will do:

• Manage strategic customer projects, such as high-visibility deployments, large enterprise rollouts, and executive engagements, partnering with Solution Architects and TAMs to drive plans, timelines, and stakeholders from kickoff through delivery.
• Lead projects that strengthen how the Customer Success team operates, from identifying gaps in current workflows to designing and implementing better ones.
• Drive the rollout of new Customer Success initiatives, including planning, stakeholder alignment, enablement, and tracking adoption after launch.
• Identify opportunities to automate manual or repetitive work across the customer lifecycle, and partner with GTM Ops, Engineering, and system owners to build and implement those automations.
• Work across the organization (Sales, Product, Engineering, Support, Marketing, and Finance) to streamline cross-functional handoffs and make sure Customer Success has what it needs to deliver for customers.
• Build and maintain playbooks, templates, and documentation that help the Solution Architect, Support and TAM teams work consistently and scale effectively.
• Manage project plans, timelines, and dependencies for multiple internal initiatives at once, keeping stakeholders informed with clear status updates and reporting.
• Measure the impact of process changes and new programs, and use that data to recommend further improvements.
• Act as a trusted partner to Customer Success leadership, helping prioritize the initiatives that will have the biggest impact on the team and on customers.

Qualifications

• 5+ years of project or program management experience, ideally in a B2B SaaS or customer-facing environment.
• Experience supporting Customer Success, Professional Services, or Technical Account Management teams.
• A proven ability to manage several projects at once without losing sight of details or deadlines.
• Strong written and verbal communication skills, with comfort presenting to both internal teams and customers.
• Fluency with project management and collaboration tools (such as Jira, Asana, Monday.com, Notion, or Slack) and a CRM like Salesforce; familiarity with Zendesk is a plus.
• Enough technical curiosity to understand the product and hold your own in conversations with engineers and technical customers; familiarity with cybersecurity is a strong plus.
• A process-minded approach: you notice what’s being done manually or inconsistently and build a better way.
• Calm, organized, and proactive under pressure, with good judgment about when to escalate.
• A customer-first mindset and a genuine interest in helping customers succeed.
• PMP or similar certification is a plus but not required.

Benefits

• Flexible PTO
• Health insurance plans (medical, dental, vision)
• Monthly stipend for phone and internet
• 401k
• Flexible spending account
• Home office stipend when joining
• Access to frontier AI models, including Claude

Company Description

At Zafran, we’re proud to be an equal opportunity employer. We believe the best teams are built by people who think differently, come from all kinds of backgrounds, and aren’t afraid to challenge the status quo. We welcome everyone across race, religion, gender, gender identity or expression, sexual orientation, age, disability, national origin, and veteran status, because what matters most is what you bring to the table.