The posting
Client Success Project Manager
Department: Client Success · Reports to: Manager, Implementations · Remote (U.S.) · Full-time
About Drips
At Drips, “It’s all about how you say it”™. Drips is the pioneer of Conversational Outreach — human-like, two-way texting and voicemail that helps enterprise organizations reach, qualify, and convert consumers at scale. Our clients span healthcare, insurance, education, financial services, and consumer brands, and our work is measured by the outcomes we create for them.
The Client Success team is where that promise gets delivered. We are looking for a Project Manager to join our Implementations group and own client onboarding projects end to end.
The Role
The Client Success Project Manager (CSPM) is one of the first people a new client meets after the sale. You will drive and coordinate the timelines for conversation design and technical integration across new client implementations and expansions within existing accounts. You will need to understand the business problem Drips is solving for each client, the solution defined during the sales cycle, and the high-level technical requirements to integrate with the client’s systems.
This is a client-facing role. You will lead meetings, hold internal and external stakeholders accountable, and be measured on your ability to deliver efficient, high-quality implementations that hit their launch dates and set the client up for long-term growth.
This role is a fit for someone with a few years of project management under their belt who is ready to own their own book of projects, with a manager available for coaching and escalation support.
What You’ll Do
Project Leadership
- Own a portfolio of client implementations from close of sale through launch, maintaining a clear view of objectives, timelines, and deliverables for each.
- Translate client business goals into actionable internal and client-facing project plans in partnership with Sales, Solution Consulting, and Account teams.
- Co-host client-facing kickoff meetings, conversation design reviews, and integration planning sessions, driving productive discussion and clear outcomes.
- Produce standardized project deliverables that summarize scope, milestones, roles, and success measures.
Project Planning
- Build and maintain detailed project plans that reflect realistic timelines, contracted deliverables, and cross-functional SLAs.
- Anticipate risks, scope changes, and dependencies across the design, integration, and testing workstreams, and adjust plans before they slip.
- Coordinate SFTP and API integration milestones with Integration and Production partners through configuration, testing, and launch readiness.
- Escalate timeline risk and capacity concerns early, with a recommended path forward.
Communication & Accountability
- Host weekly internal and client-facing project meetings; communicate status, risks, issues, and priorities to stakeholders at the right level of detail.
- Enforce accountability for task ownership across internal teams and client stakeholders.
- Prepare and distribute meeting notes, track action items to completion, and ensure the right participants are prepared for each session.
- Deliver consistent, transparent communication that builds trust between Drips teams and client organizations.
Documentation & Systems
- Keep project records, onboarding trackers, and implementation documentation accurate and current in Salesforce and SharePoint.
- Prepare kickoff decks, conversation design materials, and supporting project documents in partnership with internal teams.
- Support Client Success Managers with project approvals, agendas, and deliverables through launch and handoff.
- Contribute to the continuous improvement of project management templates, standards, and process documentation.
What You Bring
Required
- 3–5 years of project management, implementation, or client-facing onboarding experience, preferably in SaaS or technology services.
- Demonstrated ability to manage multiple concurrent projects and competing deadlines without losing detail.
- Strong written and verbal communication skills, including comfort leading meetings with client stakeholders.
- Working proficiency with project management and CRM tooling (for example Salesforce, SharePoint, Smartsheet, Asana, ClickUp, or similar).
- A proactive, organized, detail-oriented working style — you surface problems early rather than reporting them late.
- Bachelor’s degree or equivalent practical experience.
Preferred (not required)
- PMP, CAPM, or an Agile/Scrum certification. We value the discipline, not the certificate — strong candidates without one are encouraged to apply.
- Exposure to data integrations (SFTP file transfers, REST APIs, field mapping, UAT) and the ability to hold a credible conversation with technical teams.
- Experience in healthcare, health plans, insurance, education, or another regulated/compliance-sensitive vertical.
- Familiarity with conversational messaging, contact center, CX, or marketing automation platforms.
What Success Looks Like
- First 30 days: You know the Drips implementation methodology, the platform, and the cross-functional teams you depend on, and you are shadowing active projects.
- First 60 days: You own small and medium implementations independently, run your own client meetings, and keep your project records current without prompting.
- First 90 days: Your projects launch on schedule, your client and internal stakeholders know where things stand at all times, and you are raising risks early enough for them to be solved.
Why Drips
- A category-defining product with enterprise clients who feel the impact of your work directly.
- A small, high-trust implementations team where you own real projects, not fragments of them.
- A clear growth path toward Senior Project Manager and larger, more complex enterprise implementations.
- Remote-first work with a collaborative, low-ego team.
