[Remote] Customer Success Partner

Note: The job is a remote job and is open to candidates in USA. BrightWork is a long-established Microsoft ISV partner focused on delivering practical, scalable Project & Portfolio Management (PPM) solutions on Microsoft 365. The Customer Success Partner plays a central role in ensuring customers achieve real project management success by guiding them through onboarding, deepening usage, and fostering advocacy for BrightWork 365.

Responsibilities

• Lead onboarding workshops to understand customer goals, PMO maturity, and existing processes
• Co-create the Project Management Success Strategy, laying out lifecycle stages, governance, reporting needs, and adoption milestones
• Deliver training sessions and guide customers through early wins to build confidence and momentum
• Help customers “hit the ground running” with a structured, achievable PPM foundation
• Partner with customers to expand and deepen usage across teams and business units
• Conduct regular Success Check-Ins to assess progress, identify obstacles, and recommend improvements
• Strengthen customer reporting, governance, dashboards, templates, and workflows
• Provide PPM best-practice guidance to improve project intake, lifecycle management, portfolio visibility, risk and issue processes, and team collaboration
• Support customers through change management and process evolution
• Proactively identify new business needs, use cases, and expansion opportunities and translate into structured requirements and value-driven recommendations
• Partner with the Account Manager to hand over qualified opportunities, ensuring strong context and a seamless transition into commercial discussions
• Ensure continued adoption and alignment with the customer’s evolving Success Strategy
• Support new teams, roles, or departments joining BrightWork 365
• Maintain consistent communication to reinforce good PPM practices and identify new needs
• Monitor usage trends and help the customer maintain stable, healthy project and portfolio management habits
• Identify customer champions who are achieving strong results
• Support reference calls, case studies, webinars, or co-authored success stories when appropriate
• Share customer achievements internally to influence product and service enhancements
• Encourage customers to celebrate and communicate their PPM success internally and externally
• Acting as a trusted PPM advisor to PMOs and project teams
• Translating best practices into practical, achievable steps tailored to the customer’s environment
• Helping customers adopt a “Start-Evolve” mindset for long-term maturity growth
• Providing clarity, structure, and confidence at each stage of the journey

Skills

• 3-5 years of experience working with PMOs, project managers, or PPM‑related solution delivery
• Strong understanding of project and portfolio management principles, governance, and processes
• Excellent communication and facilitation skills - comfortable leading workshops and customer sessions
• Ability to translate customer needs into actionable recommendations and solution configurations
• Organized, proactive, and able to manage multiple customer relationships
• Demonstrates a growth mindset by continuously learning, proactively challenging the status quo, and seeking better ways to drive impact and improvement
• Strong orientation towards teamwork and collaboration
• PMP certification or equivalent (e.g., PRINCE2, CAPM)
• Experience with BrightWork or commonly used Project Management software solutions (Microsoft Projects, Planview, Asana etc.)
• Familiarity with Microsoft 365 (Teams, SharePoint) and/or Power Platform concepts
• Experience in customer success, consulting, business analysis, training, or solution delivery roles
• Background in process mapping, change management, or adoption planning

Company Overview