Customer Success Manager
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Job Description
Customer Success Manager driving measurable outcomes through disciplined management of success plans. Ensuring customer value realization and coordinating resources for success.
Responsibilities:
- The Customer Success Manager (CSM) drives measurable customer outcomes through disciplined program management of Success Plan and Get Well Plan execution.
- The CSM ensures customers realize verified value from the solutions they have purchased by orchestrating cross-functional resources, proactively identifying risks, escalating when necessary, and maintaining accountability to defined outcome objectives.
- This role serves as the central point of coordination, governance, and momentum to ensure customer success is intentional, measurable, and achieved.
Requirements:
- Program Management Discipline – Translates outcomes into structured plans with milestones, owners, timelines, and measurable checkpoints
- Outcome Orientation – Focuses on customer business results and verified value realization
- Executive Presence – Communicates effectively with senior stakeholders and leads executive reviews with credibility
- Risk Detection and Mitigation – Identifies early warning signals and builds structured recovery plans
- Cross-Functional Leadership – Mobilizes internal resources without formal authority
- Stakeholder Mapping and Alignment – Confirms proper decision-makers and multi-level engagement
- Escalation Judgment – Escalates appropriately with structured context and solutions
- Analytical and Commercial Acumen – Connects SaaS metrics and value realization to renewal and growth
- Accountability and Follow-Through – Drives closure of commitments with execution rigor
- Resilience and Composure – Maintains leadership presence during risk and pressure situations
- Technical Troubleshooting Acumen – Demonstrated Tier 1 or Tier 2 troubleshooting experience leveraged to protect and advance customer outcomes by identifying technical blockers to adoption, clearly articulating impact and remediation paths, and coordinating cross-functional resolution to maintain momentum toward defined success objectives
Benefits:
- Flexible workplace policies
- Employee resource groups
- Learning and development resources
- Career progression pathways
- Community engagement initiatives
- Global employee wellness programs
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