Customer Success Partner

Customer Success Partner (BrightWork 365 PPM Specialist)

Reports to:
Director of Customer Success

Location:
USA (Remote)

Role Level:
Professional/Consultant

Expected Travel
: 0-50%

About BrightWork

BrightWork is a long‑established Microsoft ISV partner focused on delivering practical, scalable Project & Portfolio Management (PPM) solutions on Microsoft 365. BrightWork 365 enables organizations to start quickly with a structured PPM foundation and evolve their maturity over time.

Our Customer Success Partners play a central role in ensuring customers achieve real project management success.

Role Purpose

A BrightWork
Customer Success Partner
is the customer’s dedicated partner throughout their project management success journey.

The purpose of this role is to ensure customers:

·       Start strong with a successful onboarding experience,

·       Evolve through deep, sustainable adoption of BrightWork 365,

·       Retain consistent usage and predictable PPM practices, and

·       Ultimately become Advocates as they achieve measurable outcomes.

A key component of this role is co‑creating a Project Management Success Strategy with each customer during onboarding. This strategy outlines their goals, governance approach, lifecycle, reporting needs, and the steps we’ll take together to evolve their PPM maturity using BrightWork 365.

Throughout the relationship, the Customer Success Partner works hand‑in‑hand with PMOs, project managers, and business leaders - providing expertise, guidance, and support at every stage.

Key Responsibilities

1. START: Successful Onboarding

·      Lead onboarding workshops to understand customer goals, PMO maturity, and existing processes.

·      Co‑create the Project Management Success Strategy, laying out lifecycle stages, governance, reporting

needs, and adoption milestones.

·      Deliver training sessions and guide customers through early wins to build confidence and momentum.

·      Help customers “hit the ground running” with a structured, achievable PPM foundation.

2. EVOLVE: Deep Usage and Adoption

·     Partner with customers to expand and deepen usage across teams and business units.

·   Conduct regular Success Check‑Ins to assess progress, identify obstacles, and recommend

improvements.

·     Strengthen customer reporting, governance, dashboards, templates, and workflows.

·   
Provide PPM best‑practice guidance to improve project intake, lifecycle management, portfolio visibility,

risk and issue processes, and team collaboration.

·    Support customers through change management and process evolution.

·  Proactively identify new business needs, use cases, and expansion opportunities and translate into

structured requirements and value-driven recommendations.

·    Partner with the Account Manager to hand over qualified opportunities, ensuring strong context and a

seamless transition into commercial discussions.

3. RETAIN: Stable, Predictable Use

·   Ensure continued adoption and alignment with the customer’s evolving Success Strategy.

·   Support new teams, roles, or departments joining BrightWork 365.

·   Maintain consistent communication to reinforce good PPM practices and identify new needs.

·   Monitor usage trends and help the customer maintain stable, healthy project and portfolio management

habits.

4. ADVOCATE: Success Stories and Customer Champions

·       Identify customer champions who are achieving strong results.

·       Support reference calls, case studies, webinars, or co‑authored success stories when appropriate.

·       Share customer achievements internally to influence product and service enhancements.

·       Encourage customers to celebrate and communicate their PPM success internally and externally.

PPM Expertise and Customer Partnership

This role brings real project management knowledge to customers. Responsibilities include:

·       Acting as a trusted PPM advisor to PMOs and project teams.

·       Translating best practices into practical, achievable steps tailored to the customer’s environment.

·       Helping customers adopt a “Start-Evolve” mindset for long‑term maturity growth.

·       Providing clarity, structure, and confidence at each stage of the journey.

Experience & Skills

Essential

·     3-5 years of experience working with PMOs, project managers, or PPM‑related solution delivery.

·     Strong understanding of project and portfolio management principles, governance, and processes.

·     Excellent communication and facilitation skills - comfortable leading workshops and customer sessions.

·     Ability to translate customer needs into actionable recommendations and solution configurations.

·     Organized, proactive, and able to manage multiple customer relationships.

·    Demonstrates a growth mindset by continuously learning, proactively challenging the status quo, and

seeking better ways to drive impact and improvement.

·    Strong orientation towards teamwork and collaboration.

Preferred

·  PMP 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 concepts.

·  Experience in customer success, consulting, business analysis, training, or solution delivery roles.

·  Background in process mapping, change management, or adoption planning.

Why This Role Matters

BrightWork customers don’t just need technology - they need a partner who understands project management and can guide them to success.

In this role, you will:

• Shape how organizations manage projects, programs, and portfolios
• Help PMOs build confidence, structure, and visibility
• Drive meaningful adoption of BrightWork 365
• Celebrate customer successes and guide them through challenges
• Play a core role in long‑lasting customer relationships

You’ll become the bridge between BrightWork solutions and real‑world PPM excellence.

How to Apply

Please apply with your curriculum vitae (resume) and be sure to make clear your compensation requirements.

BrightWork is an equal opportunities employer.