Customer Success Manager

Customer Success Manager (CSM)

We are looking for a motivated and customer-focused individual to join our Customer Engagement Team as a Customer Success Manager (CSM). The CSM will be the primary point of contact for assigned accounts, building and maintaining strong relationships, addressing inquiries, resolving issues, and acting as a trusted advisor. Success in this role involves ensuring customer satisfaction, demonstrating ROI, and driving renewals and growth. The ideal candidate will have experience in account management, a proven track record of high customer renewal rates, technical expertise, and excellent communication skills. The CSM will collaborate with Sales, Customer Support, Product Management, and Finance teams to ensure successful service delivery. This person will also serve as project manager for regional projects (implementations as required). This is a key opportunity for career growth and impact.

Responsibilities

Account Management

• Develop and Execute a Strategic Customer Engagement Plan: Design and implement a comprehensive engagement and communication strategy for assigned customers, ensuring seamless and meaningful interactions from onboarding through subscription renewal. Management of regular customer touchpoints and periodic strategic account health business reviews.
• Foster Long-Term Relationships and Drive Ongoing Engagement: Cultivate strong, lasting relationships by proactively addressing customer needs, ensuring high product adoption, and delivering continuous value and support throughout their journey.
• Leverage Usage Patterns to Drive Customer Satisfaction: Utilize customer usage data to gain actionable insights, offer tailored guidance, and enhance satisfaction.
• Serve as a Customer Advocate: Work closely with Sales, Support, Billing, and technical teams to ensure a smooth, high-quality customer experience and swiftly address any customer issues or concerns. Serve as the point of contact and overall coordinator for customer escalations. Confirm satisfaction and resolve issues in collaboration with professional and technical support teams.
• Proactively Manage Account Risk: Provide proactively account health & potential risk early to organization, including leadership escalation, for proper risk mitigation until successful closer.

Become a Trusted Advisor (Value and Adoption)

• Become an Industry Expert: Continuously develop in-depth knowledge of the company's products and services. Stay informed about industry trends, challenges, and best practices to provide expert guidance to customers.
• Collaborate with Subject Matter Experts (SMEs) to drive customer Change and Workflow Optimization: Ensure customers are connected to the right SME resources to address their unique requirements to address specific customer needs and technical challenges related to product workflows. Facilitate the sharing of knowledge and expertise between customers and the appropriate internal teams. Ex. consulting on business value use cases.
• Leverage Value-Added Services: Identify and promote value-added services that can enhance the customer experience and change management options, such as consulting, customization, or additional training. Ensure customers are aware of all available resources that could further support their success with our products.

Deliver Net Revenue Retention

• Maintain Revenue Base through Account Retention and Renewal: Regularly engage with customers to address their needs, ensuring timely renewals and minimizing churn. Monitor account health and address potential issues early to retain clients and drive contract renewals.
• Collaborate with Sales and Professional Services Teams: Work closely with the Sales team to share customer insights and feedback, helping identify opportunities for upselling or cross-selling additional products and services. Provide Professional Services teams with valuable customer information to tailor offerings and ensure customer success. Contribute to the development of strategies to uncover new revenue opportunities from existing accounts.
• Drive Upgrade and Cloud Migration Revenue: Promote and drive product upgrades and cloud migrations by demonstrating the value of additional features and services.
• Exceed Performance Targets: Consistently meet or exceed key performance metrics, such as unit renewal rates and overall revenue retention. Track and report on progress against retention and renewal goals, adjusting strategies as necessary to stay on target. Leverage data and customer feedback to continuously improve account retention strategies and exceed revenue retention objectives.
• Support Customer Return on Investment (ROI): Work with customer at measuring value realized periodically to ensure ROI success & its communication to customer leadership.

Continuous Improvement

• Leverage Lean Methodologies for Continuous Improvement: Work to streamline processes, eliminate waste, and improve overall performance, ensuring that tools and processes are constantly evolving to meet the needs of both internal teams and customers. Develop and share best practices with team members, fostering a culture of continuous improvement across all areas of customer engagement.
• Voice of the Customer for Product Innovation: Act as the primary advocate for your customer, gathering and conveying customer feedback to Product Management, Marketing, and Sales teams. Highlight opportunities for product innovation and improvements, particularly focusing on enhancing user experience, expanding product capabilities, and introducing new features that meet the evolving needs of large-scale customers.
• Ensure Customer Engagement and Adoption: Provide input into the development of global customer engagement strategies that encourage rapid adoption, high usage velocity, and sustained customer success. Ensure that improvements are designed to foster high renewal rates and generate positive customer referrals, especially among large customers operating at massive scale.
• Facilitate High-Impact Customer Feedback Loops: Regularly interact with large-scale customers to understand their pain points, needs, and desires, and use this information to inform product improvements and adjustments.

Qualifications

• Education: Bachelor's degree or higher in Engineering, Computer Science, Chemical Engineering, Pharmacy, or a related field.
• Experience: Project management experience, particularly in asset-intensive industries (Oil & Gas, Chemical, Power Generation). Experience with EAM, APM, and/or Predictive Analytics solutions is a plus.
• Technical Skills: Strong technical acumen with the ability to troubleshoot and resolve issues.
• Communication: Excellent verbal and written communication skills, able to convey technical information to non-technical stakeholders.
• Leadership: Strong leadership capabilities to guide cross-functional teams and motivate toward project goals.
• Adaptability: Ability to thrive in fast-paced environments and proactively solve problems.

Requirements

• Project Management Certification: PMP or equivalent is preferred.
• Industry Knowledge: Familiarity with industry standards and regulations in Oil & Gas, Chemical, and Power Generation.
• Team Collaboration: Ability to work effectively in multicultural environments and foster teamwork.
• Risk Management: Ability to assess project risks and develop mitigation strategies.
• Client Relationship Management: Proven ability to maintain strong relationships with clients.
• Data Analysis: Proficiency in data analysis tools for assessing project performance and driving improvements.
• Continuous Learning: Interest in new technologies and industry trends.
• Technical Proficiency: Proficient with MS Office Suite; experience with Gainsight and Salesforce is a plus.
• Customer Success Focus: Empathy for customers with a focus on revenue growth, including knowledge of recurring revenue models (e.g., SaaS, subscription services).
• Multitasking & Organization: Strong organizational skills and ability to manage multiple tasks.

Required Qualifications

• For roles outside of the USA- This role requires advanced experience in the Services & Digital Success Management. Knowledge level is comparable to a Bachelor's degree from an accredited university or college (or a high school diploma with relevant experience).
• For roles in USA - Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in Job Family Group(s)/Function(s)).

Compensation Grade

LPB1

Relocation Assistance Provided: Yes