Customer Success Manager
Employment Information
Job Description
Customer Success Manager ensuring value realization and account relationships for Simetrik's customers. Leading strategic value management and customer growth initiatives in a remote setting.
Responsibilities:
- Develop and execute value realization plans that track critical metrics tied directly to the customer's business outcomes and original buying decision (MEDDPICC).
- Conduct regular business reviews with stakeholders focusing on ROI achievement, value demonstration, and strategic alignment.
- Ensure continuous alignment between Simetrik's capabilities and the customer's evolving business priorities.
- Translate technical capabilities into business value narratives that resonate with different stakeholders.
- Build and maintain strong relationships with key stakeholders across operational customer levels.
- Drive effective governance cadence through structured communications, escalation paths, and decision-making frameworks.
- Develop customer champions who advocate for Simetrik within their organization.
- Partner with Account Executives, Project Managers, Education and Product teams on strategic account planning to strengthen customer value creation and confirmation.
- Proactively identify expansion opportunities by continuously mapping customer challenges to Simetrik capabilities.
- Collect customer diagnostics and track valuable metrics throughout the customer journey to build compelling business cases for solution expansion based on proven value delivery.
- Collaborate with Account Executives to execute land-and-expand strategies.
- Create success stories and reference opportunities that showcase measurable customer outcomes.
- Maintain high visibility into value realization, adoption metrics, and health indicators. Identify and mitigate at-risk accounts through early intervention programs and champion development and engagement.
- Ensure seamless renewal processes by providing clear ROI documentation and future value roadmaps.
- Partner with internal teams to address concerns and remove barriers to customer success.
- Drive adoption through alliances with the product and education teams to enable adoption programs, share best practices, and optimize use cases.
- Monitor usage patterns, engagement metrics, and user satisfaction to identify optimization and improvement opportunities.
- Collaborate with the implementation team to ensure smooth transitions from go-live stages to ongoing success.
- Facilitate knowledge transfer and capability building within the customer's organization.
Requirements:
- Bachelor’s degree in Business Administration, Marketing, Engineering, or a related field.
- 4+ years of experience in Customer Success, Technical Account Management, or Solution Consulting roles within SaaS or enterprise software environments.
- Comprehensive technical acumen , with proven ability to understand, explain, and apply complex platform capabilities (APIs, integrations, data models, automation workflows) to solve customer challenges.
- Hands-on experience collaborating with technical and non-technical stakeholders , including IT, Product, and Operations teams, to ensure alignment between technical capabilities and business objectives.
- Demonstrated experience driving value realization and ROI tracking through data insights, adoption metrics, and performance dashboards.
- Proven experience in value-based customer engagement frameworks , with hands-on expertise in MEDDPICC (Metrics, Economic Buyer, Decision Criteria, Decision Process, Paper Process, Identify Pain, Champion, Competition) to drive measurable impact, renewals, and expansion, is desirable.
- Experience leading technical and functional discussions and translating customer requirements into actionable product feedback or enhancement requests.
- Familiarity with enterprise systems (e.g., ERPs, CRMs, data platforms, payment and reconciliation systems) and their integration within customer architectures.
- Strong analytical and problem-solving skills with the ability to diagnose technical and business issues and propose scalable solutions.
- Excellent communication skills — able to translate technical details into clear business value for executive and operational audiences.
- Proven record of achieving renewal and expansion targets through consultative and value-driven engagement.
- Proficiency with tools such as Salesforce, Gainsight, Looker, or similar Customer Success and data analytics platforms.
- Additional languages such as Spanish is a plus.
Benefits:
- Well-funded and proven startup with large ambitions and competitive salaries.
- Entrepreneurial culture where pushing limits, creating and collaborating is everyday business.
- Open communication with management and company leadership.
- Small, dynamic teams = massive impact.
- 100% Remote Work (You choose where to work from).
- 500USD a year for you to invest in learning.
- 2 Family days
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