Customer Success Project Manager

About Protecht

At Protecht, we’re redefining how the world thinks about risk. Our cloud-based SaaS platform, Protecht ERM, is one of the most comprehensive and dynamic risk management solutions available. With a global presence across APAC, the USA, and Europe, we empower organisations to turn risk into opportunity through smarter decision-making.

The Opportunity

We offer a hybrid working model, requiring team members to work from our London office two days a week for collaboration. We’re seeking an outgoing, highly organised, and customer-focused Project Manager to join our Customer Success team.

In this client-facing role, you will:

• Manage a portfolio of customers through new onboarding implementations and ongoing service delivery.
• Ensure projects are delivered on time, within scope, and to a high standard.

This is an exciting opportunity for a proactive project professional who excels in a fast-paced SaaS environment and thrives on building strong customer relationships while maintaining accountability and delivery excellence.

Key Responsibilities

• Lead customer onboarding implementations from kick-off to handover and conduct post-implementation reviews.
• Develop and maintain detailed implementation plans.
• Manage a portfolio of customer delivery engagements, balancing multiple concurrent implementations.
• Forecast and report on team utilisation, capacity, allocation trends, and resource requirements.
• Coordinate sprint activities across Advisory and Analytics teams.
• Build strong customer relationships while confidently managing expectations on scope, timelines, responsibilities, and dependencies.
• Hold internal delivery teams accountable for agreed actions, delivery deadlines, and quality outcomes.
• Proactively identify and manage risks/issues, escalating where required and driving timely resolutions.
• Manage the post-implementation customer survey process and report on feedback for continuous improvement.