Customer Success & Product Project Manager job at Flora Health

About the Role

The CS & Product Project Manager supports and drives coordinated execution across Customer Success and Product Operations—ensuring that priorities defined by leadership are translated into structured, visible, and on-track delivery.

This role operates in a high-volume, fast-moving environment with competing priorities and constant context switching, serving as a central coordination and execution layer across teams. The PM is responsible for maintaining execution discipline, ensuring that work is clearly tracked, documented, and progressing as expected.

This is a high-visibility role where teams will rely on this individual to maintain clarity, follow-through, and consistency across a large volume of active workstreams.

Day-to-day, this role involves managing a high volume of concurrent initiatives, following up across teams, maintaining accurate systems and documentation, and ensuring that progress is consistently visible and moving forward.

Decision & Ownership Scope

• Supports orchestration of execution across CS and Product based on priorities set by the CCOO and VPs
• Ensures execution plans, timelines, and commitments are consistently tracked and visible
• Maintains execution cadence and ensures progress is continuously updated
• Surfaces risks, delays, and gaps in execution to leadership
• Coordinates resolution of cross-functional dependencies and blockers
• Supports prioritization and sequencing discussions by providing clear visibility into capacity and timelines

Requirements

Core Responsibilities

1. Cross-Functional Coordination & Execution Support

• Coordinate day-to-day execution across Customer Success and Product teams
• Ensure timelines, dependencies, and deliverables are clearly tracked and communicated
• Support CS and Product leaders in maintaining alignment across initiatives
• Reinforce accountability by ensuring owners and deliverables are clearly defined
• Ensure no initiative progresses without clear scope, ownership, and tracking
• Act as the day-to-day forcing function across teams—ensuring that work does not stall, commitments are followed through, and progress is continuously advanced
• Ensure all meetings, decisions, and discussions result in clear next steps, ownership, and follow-through
• Follow through on commitments across teams to ensure work progresses as expected, proactively escalating when timelines or ownership are unclear

2. Program Management & Delivery Support

• Provide hands-on project management support across client programs, product initiatives, and internal projects
• Track milestones, deliverables, and timelines across a high volume of concurrent workstreams
• Identify risks early and escalate as needed to maintain delivery timelines
• Support removal of blockers by coordinating across teams
• Ensure consistent follow-through across all active initiatives
• Apply sound judgment in identifying risks, prioritizing work, and determining when to escalate issues to leadership

3. Documentation, Systems & Execution Visibility

• Maintain the accuracy, completeness, and reliability of the centralized documentation and tracking system across Customer Success and Product
• Ensure all initiatives are consistently captured with clear scope, ownership, timelines, and status
• Coordinate with CS and Product leadership (EDs, GMs) to ensure documentation is created, updated, and maintained
• Support development and upkeep of dashboards and reporting that provide visibility into execution status, risks, and wins
• Ensure systems (HubSpot, campaign tools, SharePoint, etc.) are consistently used and up to date
• Identify patterns in execution gaps and recommend improvements to workflows, systems, or coordination to increase efficiency over time

Success Metrics

• High accuracy and consistency in execution tracking across all initiatives
• On-time completion of deliverables across CS and Product workflows
• Clear, up-to-date visibility into program status, risks, and dependencies
• Strong adoption of documentation and tracking systems across teams
• Ability to effectively manage a high volume of concurrent projects
• Consistency of execution across teams with minimal reliance on ad hoc coordination or escalation
• Minimal slippage of timelines due to lack of follow-through, unclear ownership, or missed coordination

Qualifications

• 2–5+ years of experience in program management, project management, or operations roles
• Experience supporting cross-functional teams in fast-paced environments
• Strong organizational and time management skills with ability to manage multiple priorities
• Detail-oriented with a focus on accuracy and follow-through
• Experience with project management tools, CRMs (e.g., HubSpot, JIRA, Sharepoint, and/or SmartSheet), or documentation systems preferred
• Strong communication skills and ability to work across multiple stakeholders

Success Profile

• Highly organized and detail-oriented
• Comfortable managing a high volume of work and maintaining organization under pressure
• Proactive and responsive, with strong follow-through
• Strong communicator who keeps teams aligned and informed
• Demonstrates sound judgment and knows when to escalate
• Relentless about follow-up and closing loops—does not let tasks, decisions, or communication gaps linger
• Comfortable pushing for clarity, follow-up, and accountability across teams, including with more senior stakeholders
• Eager to learn and grow within an operational leadership track

Location: we prefer someone in the central timezone who can work across the east and west coasts

• Coordinate day-to-day execution across Customer Success and Product teams
• Ensure timelines, dependencies, and deliverables are clearly tracked and communicated
• Support CS and Product leaders in maintaining alignment across initiatives
• Reinforce accountability by ensuring owners and deliverables are clearly defined
• Ensure no initiative progresses without clear scope, ownership, and tracking
• Act as the day-to-day forcing function across teams—ensuring that work does not stall, commitments are followed through, and progress is continuously advanced
• Ensure all meetings, decisions, and discussions result in clear next steps, ownership, and follow-through
• Follow through on commitments across teams to ensure work progresses as expected, proactively escalating when timelines or ownership are unclear
• Provide hands-on project management support across client programs, product initiatives, and internal projects
• Track milestones, deliverables, and timelines across a high volume of concurrent workstreams
• Identify risks early and escalate as needed to maintain delivery timelines
• Support removal of blockers by coordinating across teams
• Ensure consistent follow-through across all active initiatives
• Apply sound judgment in identifying risks, prioritizing work, and determining when to escalate issues to leadership
• Maintain the accuracy, completeness, and reliability of the centralized documentation and tracking system across Customer Success and Product
• Ensure all initiatives are consistently captured with clear scope, ownership, timelines, and status
• Coordinate with CS and Product leadership (EDs, GMs) to ensure documentation is created, updated, and maintained
• Support development and upkeep of dashboards and reporting that provide visibility into execution status, risks, and wins
• Ensure systems (HubSpot, campaign tools, SharePoint, etc.) are consistently used and up to date
• Identify patterns in execution gaps and recommend improvements to workflows, systems, or coordination to increase efficiency over time

• Strong organizational and time management skills
• Ability to manage multiple priorities
• Detail-oriented with a focus on accuracy and follow-through
• Experience with project management tools, CRMs (e.g., HubSpot, JIRA, Sharepoint, and/or SmartSheet), or documentation systems
• Strong communication skills
• Ability to work across multiple stakeholders
• Proactive and responsive
• Sound judgment
• Follow-up and closing loops
• Pushing for clarity, follow-up, and accountability

• 2–5+ years of experience in program management, project management, or operations roles
• Experience supporting cross-functional teams in fast-paced environments