Customer Success Product/Project Manager

This role is for a senior manager in cybersecurity, responsible for managing escalations, strategic initiatives, and cross-functional collaboration to deliver complex projects in a SaaS environment.

Location: Poland

Responsibilities

• Serve as the single point of accountability for escalations and strategic initiatives
• Collaborate closely with account management, product, and engineering teams to remove blockers
• Manage incoming requests and escalations, shielding research and engineering teams from disruptions
• Identify quick-win improvements and prioritize initiatives for rapid deployment
• Translate high-level goals into actionable deliverables with defined owners, timelines, and success metrics
• Drive initiatives from kickoff to launch, maintaining visibility of progress across stakeholders
• Own and optimize the product request management process
• Influence cross-functional teams without direct authority, enforcing commitments and deadlines
• Develop deep product knowledge to anticipate issues and align solutions with customer needs

Requirements

• 5+ years of experience in project management, product management, or customer success for SaaS enterprise products
• Proven track record of delivering measurable outcomes in ambiguous, high-pressure environments
• Ability to drive results without direct authority, leveraging influence and collaboration
• Strong prioritization skills, distinguishing urgent from important tasks effectively
• Experience working closely with product and engineering teams
• Understanding of organizational dynamics, including formal/informal power structures and competing priorities
• Skilled in negotiating resources and priorities across functions
• Adaptive communication style for diverse audiences
• Fast learner with strong technical aptitude to quickly onboard into complex systems
• Background in customer support or customer success is a strong asset
• Upper‑Intermediate English or higher