Customer Success Manager

We are looking for a Customer Success Manager (CSM) to ensure high-value customers achieve a significant return on their investment with our platform. The CSM will serve as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organizations.

Responsibilities:

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle.
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.
• Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.
• Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing.
• Share best practices for sales and service process optimization, data quality, and customer experience.

Strategic Advisory and Stakeholder Management:

• Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams.
• Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores).
• Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
• Act as a trusted advisor by gaining trust through mutual goals, understanding the customer's business model, and applying proven solutions to their problems.
• Solidify partnership commitments and drive innovation aligned with customers' business challenges.
• Increase customer engagement with products and services and identify major political barriers to customer success.
• Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.

Technical Health, Adoption, and Risk Management:

• AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
• Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
• AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
• Collaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilities.
• Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnosis questions, and align platform features with customer priorities and roadmaps.

Required Qualifications:

• 5+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Possess industry-relevant expertise and begin honing skills in a relevant functional area.
• Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.

Cloud/Platform Requirements:

• 3-4 years experience supporting customers using Sales Cloud and Service Cloud.
• Working knowledge of core features: Sales Cloud (Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards), Service Cloud (Cases, Knowledge, Queues, Service Console, Omni-Channel routing).
• Understanding of Sales (lead-to-cash, opportunity management, pipeline management) and Service (case management, escalation, SLA management) processes.

Benefits:

• Office-flexible, with a minimum of three (3) days per week in-office requirement.
• Comprehensive benefits and resources to support work-life balance.