Customer Success Manager

Customer Success Manager   Decisions is a fast-growing, private-equity-backed technology company that provides an integrated workflow and rules platform for business process automation (BPA). Trusted by top Fortune 500 firms and SMBs worldwide, Decisions empowers diverse industries around the globe to streamline and improve their processes, enhancing efficiency and yielding results, regardless of technical expertise. This no-code automation platform seamlessly integrates AI tools, rules engines, and workflow management, enabling the transformation of customer experiences, modernization of legacy systems, and the achievement of automation goals three times faster than traditional software development.  The Customer Success Manager is responsible for proactively and prescriptively driving customer post sale activities to ensure customers receive maximum value from their purchases. This role acts as an advocate and consultant, leveraging  account and industry knowledge  to drive growth. The Customer Success Manager orchestrates an organization’s capability to deliver an appropriate and integrated customer experience and executes programs to drive adoption and positive business outcomes, ensuring retention, expansion, and customer loyalty. The Customer Success Manager is responsible for proactively and prescriptively driving customer post sale activities to ensure customers receive maximum value from their purchases. This role acts as an advocate and consultant, leveraging  account and industry knowledge  to drive growth. The Customer Success Manager orchestrates an organization’s capability to deliver an appropriate and integrated customer experience and executes programs to drive adoption and positive business outcomes, ensuring retention, expansion, and customer loyalty.   Roles/Responsibilities:  Proactively build strategic relationships with decision-makers, influencers, and key stakeholders and identify new opportunities where the solution will add value.   Engage with customer on Quarterly Business Reviews  Drive product adoption and success  Consistently deliver on economic and customer centric performance measures  Understand a customer’s overall use of the organization’s products, services, education, and support services  Capture a customer’s business priorities, overall technology landscape, and organization to drive positive business outcomes through joint customer success plans  Attentively monitor customer health and manage potential risks before they manifest   Act as an internal advocate between customers and business functions (e.g., customer support, professional services, education) to ensure the appropriate resources are engaged to address specific obstacles impeding product/service adoption  Provide proactive onboarding support to ensure a positive customer experience and expedite time to first value with a new product or solution  Identify customer case studies and recruit potential advocates to serve as references, and facilitate introductions to the appropriate program team  Leverage customer health data to identify expansion opportunities, churn risks, and impacts on outcomes achievement and value realization  Drive renewal readiness efforts and align account teams by documenting licensed technology; executive sponsors, champions, and/or retention group members; outcomes achievement; usage status; and adoption  Forecast renewals, identify risk, and maintain a strong customer renewal rate in partnership with the account team  Understand and document the adoption and relevance of all licensed products or services for assigned accounts through customer success platforms and/or sales account management software; ensure internal stakeholders are aware of any limitations to adoption or risks to renewal  Coordinate adoption-enhancing activities to mitigate any identified risk  Build and maintain strong working relationships with colleagues in sales, customer marketing, services, support, operations, product development, and product marketing to cultivate cooperation in customer activities  Success Metrics:  Customer retention rate  Customer churn rate  Predetermined expansion goals  Development of customer advocates and/or references  Multithreaded account profiles  Customer value attainment  Customer health  Education:  Bachelor’s degree or equivalent is required  Master’s degree/MBA or equivalent is a plus  Background/Experience:  Three to five years of experience in customer success, account management, sales, service/support, or a related area in the same industry or a similar/adjacent industry  Experience in managing a book of customer relationships with proven ability to drive alignment within customer environments at executive and functional levels  Management and achievement of retention, growth, and profitability goals  Experience in driving customers toward achievement of desired business outcomes  Experience in building collaborative relationships internally across sales, marketing, product, and support to facilitate a seamless customer experience  Competencies:  Skills:  Ability to communicate effectively at all levels — including senior management and technical personnel  Ability to work within a fast-paced and dynamic environment  Ability to multitask and stay organized  Proven time-management skills  Proven customer-relationship skills  Demonstrated strong communication, collaboration, and presentation skills  Ability to be agile and manage change  Demonstrated proficiency in Microsoft 365, relevant SFA systems, and customer success technologies  Demonstrated consultative skills  Strong analytical skills  Ability to manage and coordinate escalations  Behaviors:  Collaborative  Customer-centric orientation  Cross-functional leader  Strong decision-maker  Desire to design and improve processes  Data and insights driven  Goal oriented  Empathetic  Clear communicator  High level of intellectual curiosity  Comfortable working under tight deadlines  Able to solve problems and meet goals in creative ways — sometimes with limited resources  Able to identify and leverage resources outside the direct reporting structure  Knowledge:  The organization, its product/solution offerings, and its value proposition  Key industries and market segments  Customer lifecycle methodology and key processes  Customer account buying and retention roles and personas  Customer success technologies, platforms, and tools  Customer success metrics