Project Manager - Customer Success

ZipRecruiter; Montreal; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading travel management company in Montreal seeks a Project Manager for Customer Success. The role involves leading global customer implementations, coordinating cross-functional teams, and ensuring client satisfaction. Ideal candidates are passionate about customer success and possess strong project management skills. The position offers hybrid work options and a comprehensive benefits package.

Benefits

Health coverage including mental health support

Travel perks

Internet/Connectivity allowance

Flexible hours to support work-life balance

Company-provided IT equipment

RRSP Program

Qualifications

• Proven project management experience, including managing cross-functional initiatives.
• Experience in the travel industry with a strong understanding of travel operations.

Responsibilities

• Lead the end-to-end project management of new customer implementations.
• Coordinate efforts across internal teams to align on deliverables and timelines.
• Oversee the '30 Days of Extra Love' program to ensure customer satisfaction.

Skills

Communication

Problem-solving

Stakeholder management

Job description

Job Description

About Encore Corporate Travel

At Encore Corporate Travel, our mission is simple yet powerful: to provide every person we touch with a moment of happiness. With over three decades of unwavering commitment to travel management, Encore Corporate Travel has become a distinguished name in the industry. Drawing upon our extensive experience, we've developed cutting-edge technology in-house, tailored to address the specific challenges faced by companies. This technology empowers us to automate intricate business processes, ultimately reducing effort for every user and elevating the overall traveler experience.

Our people remain at the heart of our mission, leveraging their industry insights and expertise to create personalized, exceptional travel solutions. We’re not just a travel management company; we’re a team dedicated to crafting happiness, one moment at a time, starting with our own people.

Position Overview

As a Project Manager, Customer Success, you will lead global customer implementations and product adoption, ensuring seamless transitions from sales to full adoption. You’ll coordinate cross-functional teams, manage timelines, mitigate risks, and drive measurable success—ensuring a smooth onboarding experience and long-term client satisfaction.

Our HQ is in Montreal, QC, but this is an hybrid position based in Montreal.

Note:

This job description is intended to convey information essential to understanding the scope of the role. It is not intended to be an exhaustive list of skills, efforts, duties, or responsibilities associated with this position.

Key Responsibilities:

Main tasks:

• Lead the end-to-end project management of new customer implementations and new products adoption for existing customers, ensuring a smooth transition from sales to full adoption.
• Coordinate efforts across internal teams (Operations, Account Management, IT, Finance, etc.) to align on deliverables and timelines.
• Serve as the primary point of contact for the customer, maintaining clear, proactive, and transparent communication throughout the onboarding process.
• Oversee the “30 Days of Extra Love” program, ensuring close monitoring of data and regular check-ins with the client during the critical first month post-launch. Address any emerging challenges quickly and proactively to ensure customer satisfaction and a successful ramp-up.
• Identify and mitigate potential risks, ensuring a seamless go-live and a positive first experience for the customer.
• Ensure alignment between internal teams and customer expectations, advocating for customer needs while balancing business objectives.

Project Ownership & Success Measurement

• Take full ownership of assigned projects, managing timelines, budgets, scope, and deliverables.
• Define success metrics for each project and continuously measure, track, and report on progress.
• Implement controls to ensure projects stay on course, adjusting as needed to optimize outcomes.
• Conduct post-implementation reviews to assess project impact and drive continuous improvement.

Do you have what it takes?

If you’re passionate about customer success, skilled in project management, and thrive on delivering exceptional service, this role is for you. Key qualifications include:

• Proven project management experience, including managing cross-functional initiatives, customer-facing projects, and technical integrations.
• Exceptional communication and stakeholder management skills, with the ability to align multiple teams and keep projects on track.
• Experience managing multiple projects simultaneously, with a focus on driving results and measuring success.
• Strong problem-solving skills and a proactive, solution-oriented mindset.
• Ability to analyze data, interpret insights, and make informed decisions to improve project outcomes.
• Experience in the travel industry with a strong understanding of travel operations, technology, and customer success.

What We Offer:

• A competitive salary and benefits package.
• hybrid work opportunities with flexibility to accommodate your needs.
• Health coverage that includes mental health support, virtual medicine, dental, and more.
• Life & Insurance.
• Travel perks.
• Internet/Connectivity allowance.
• Company-provided IT equipment.
• Flexible hours to support work-life balance.
• RRSP Program.

Join Us!

If you’re ready to make an impact in a growing organization where you can advance your career, we’d love to meet you! Apply today and start your journey with

Encore Corporate Travel is an Equal Opportunity Employer and strictly prohibits discrimination of any kind. We believe that great ideas can come from anywhere. We are committed to building the best team possible and all employment decisions are based on business needs, job requirements and individual potential and qualifications, without regard to , , , , socioeconomic status, , , or .