[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.ResponsibilitiesLead onboarding workshops to understand customer goals, PMO maturity, and existing processesCo-create the Project Management Success Strategy, laying out lifecycle stages, governance, reporting needs, and adoption milestonesDeliver training sessions and guide customers through early wins to build confidence and momentumHelp customers “hit the ground running” with a structured, achievable PPM foundationPartner with customers to expand and deepen usage across teams and business unitsConduct regular Success Check-Ins to assess progress, identify obstacles, and recommend improvementsStrengthen customer reporting, governance, dashboards, templates, and workflowsProvide PPM best-practice guidance to improve project intake, lifecycle management, portfolio visibility, risk and issue processes, and team collaborationSupport customers through change management and process evolutionProactively identify new business needs, use cases, and expansion opportunities and translate into structured requirements and value-driven recommendationsPartner with the Account Manager to hand over qualified opportunities, ensuring strong context and a seamless transition into commercial discussionsEnsure continued adoption and alignment with the customer’s evolving Success StrategySupport new teams, roles, or departments joining BrightWork 365Maintain consistent communication to reinforce good PPM practices and identify new needsMonitor usage trends and help the customer maintain stable, healthy project and portfolio management habitsIdentify customer champions who are achieving strong resultsSupport reference calls, case studies, webinars, or co-authored success stories when appropriateShare customer achievements internally to influence product and service enhancementsEncourage customers to celebrate and communicate their PPM success internally and externallyActing as a trusted PPM advisor to PMOs and project teamsTranslating best practices into practical, achievable steps tailored to the customer’s environmentHelping customers adopt a “Start-Evolve” mindset for long-term maturity growthProviding clarity, structure, and confidence at each stage of the journeySkills3-5 years of experience working with PMOs, project managers, or PPM‑related solution deliveryStrong understanding of project and portfolio management principles, governance, and processesExcellent communication and facilitation skills - comfortable leading workshops and customer sessionsAbility to translate customer needs into actionable recommendations and solution configurationsOrganized, proactive, and able to manage multiple customer relationshipsDemonstrates a growth mindset by continuously learning, proactively challenging the status quo, and seeking better ways to drive impact and improvementStrong orientation towards teamwork and collaborationPMP 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 conceptsExperience in customer success, consulting, business analysis, training, or solution delivery rolesBackground in process mapping, change management, or adoption planningCompany OverviewBrightWork is a sharepoint project and portfolio management solution. It was founded in 1995, and is headquartered in Boston, Massachusetts, USA, with a workforce of 11-50 employees. Its website is https://www.brightwork.com.