Customer Success Project Manager (Onboarding Execution)
Work Schedule: 9:00 AM to 6:00 PM Dallas, TX Central Time
Reports To: VP Customer Success
About Kompato AI
The company is building the execution backbone for modern debt collection. Our platform enables compliant, empathetic, AI-driven customer interactions across inbound, outbound, and self-service channels. We work in a high-stakes, regulated environment where clarity, ownership, and disciplined execution matter.
This role exists because post–Closed Won execution is too important to leave to chance.
Role Summary
The Customer Success Project Manager (CS PM) owns the post–Closed Won onboarding execution engine. Your job is to convert what was sold into a governed, reality-based delivery plan—and then run it day to day until clients reach stable go-live / first value.
You are not an account manager, a salesperson, or a support agent. You are the orchestrator. You create the plan, stand up the control room, enforce ownership, surface risk early, and keep work moving across CS, Product, Engineering, Ops, Compliance, and vendors.
When this role is done well, there are no “who owns this?” moments, no hidden blockers, and no fuzzy timelines. Leadership gets clarity. Teams get focus. Clients get predictable outcomes.
Your Mission
Ensure every onboarding has:
- A clean handoff
- A clear plan and timeline
- Explicit ownership
- Disciplined execution
- Early risk detection and escalation
No ambiguity. No drift.
Core Responsibilities
1. Plan & Timeline Ownership
- Build the onboarding plan and timeline by coordinating inputs across Engineering, IT, Ops, Compliance, and vendors
- Own the Gantt/timeline and refresh it weekly based on real execution—not hope
- Make dependencies, assumptions, and constraints explicit
2. Onboarding Control Room Setup
For every client, you stand up the internal execution system:
- Internal onboarding doc (“Onboarding – Internal – [Client]”)
- Dedicated Slack war room with a pinned starter kit
- Documented swimlanes and RACI
- Master onboarding checklist initialized and maintained
This is the single source of truth.
3. Execution & Checklist Tracking
- Maintain the onboarding checklist and execution artifacts so nothing critical is unowned or invisible
- Ensure owners, due dates, and status reflect reality
- Chase stalled work and force resolution
4. Jira Board Ownership
- Create and run the Jira onboarding epic and ticket set
- Use CSV-based imports to generate the standard onboarding tickets (no manual chaos)
- Ensure tickets align to SOPs, timelines, and ownership
- Run daily board hygiene and unblock work within 1 business day
5. Risk, Complexity & Escalation
- Own the timeline/resources slice of the Risk & Complexity assessment
- Maintain a live risk and issue log with mitigation owners and dates
- Escalate early when the critical path is threatened
- Bring leadership clear options, tradeoffs, and recommendations
6. Governance & Visibility
- Bring live Jira boards and timelines into onboarding and sales-ops syncs
- Make status, owners, blockers, and next actions instantly visible
- Publish action items and update systems of record after every governance touchpoint
7. Continuous Improvement
- Identify recurring failure modes in handoffs, timelines, templates, or SOPs
- Propose concrete improvements to Jira templates, checklists, and workflows
- Reduce cycle time and execution variance over time
What Success Looks Like
- Onboardings are stood up on time, every time
- Jira reflects reality: owners, dates, and statuses are accurate
- Fewer stalled items and faster unblock cycles
- Reduced variance between planned and actual go-live dates
- Risks are logged and escalated early—not discovered late
Who You Are
- Execution-obsessed: You hate ambiguity and eliminate it systematically
- System builder: You create repeatable machinery, not one-off heroics
- Relentless owner: You run the ball end to end and close loops
- Calm under pressure: You surface problems early without drama
- Cross-functional enforcer: You can push senior stakeholders when the plan is at risk
- Detail-driven, outcome-focused: You care about timelines, ownership, and first value—not vibes
Your Experience
- 5–8+ years in project management, implementation, or CS operations roles
- Experience running complex, cross-functional onboarding or delivery programs
- Strong command of Jira (or equivalent), checklists, timelines, and governance rituals
- Comfort operating in regulated, high-stakes environments
- Bonus: Experience in fintech, SaaS, or workflow-heavy B2B platforms
Our Values
- Extreme Ownership: You don’t wait for permission to fix broken execution
- Mindfulness: You move fast without burning people or relationships
- Insight-Driven: You diagnose root causes, not symptoms
- Audacious: You build systems that scale, not fragile workarounds
Independent Contractor Perks
HMO Coverage for eligible locations
Permanent work from home
Immediate hiring
Steady freelance job