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November 25, 2024

Customer Success Manager - Remote

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United States

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Data Management

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Full-time

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Up to 150k USD (125k base +25k bonus)

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Home (Remote)

Customer Success Manager – Remote USA

About Our Client:

Our client is a pioneering leader in data management solutions, specializing in Master Data Management (MDM) as a top-tier Microsoft partner. By delivering cutting-edge, cloud-native solutions, they empower organizations across industries—ranging from healthcare to manufacturing and energy—to harness the full potential of their data. Their scalable, ROI-driven approach enables clients to fuel innovation and strategic decision-making.

With a growing team of over 100 professionals, the company is proud of its customer-centric and results-oriented culture, which has earned them a "Great Place to Work" certification. If you're passionate about data management and personal growth, this is a fantastic opportunity to join a team that's transforming the future of how businesses leverage data.

Role Overview:

As a Customer Success Manager, you will play a pivotal role in ensuring client satisfaction, retention, and platform expansion. Reporting directly to the Vice President of Client Success, you’ll collaborate with internal teams and value-added resellers (VARs) to manage 50-60 enterprise accounts, guiding clients through their data management journey.

The hiring manager, known for her servant leadership approach, values hiring smart, independent individuals who thrive in transparent and supportive environments. This role offers autonomy and encourages creativity in problem-solving while emphasizing proactive client engagement.

Your focus will be on ensuring clients realize the full potential of our client's MDM platform, driving business outcomes such as revenue growth, cost reduction, and risk mitigation. You will be instrumental in fostering long-term relationships, ensuring high retention rates, and identifying opportunities for platform expansion.

Key Responsibilities:

  • Platform Adoption: Drive successful platform adoption by ensuring clients maximize value through new and existing use cases, working closely with internal teams and VAR partners.
  • Retention & Renewals: Surpass a 95%+ gross retention rate by proactively addressing client needs, resolving issues, and mitigating risks.
  • Customer Satisfaction: Serve as a trusted advisor to clients, ensuring they achieve key business outcomes and become champions of the platform within their organizations.
  • Expansion: Identify new opportunities for platform expansion by aligning product capabilities with client goals and exploring new business needs.

Role-Specific Insights:

  • Strategic Focus: Transition client relationships from IT managers and data stewards to more senior stakeholders such as IT leaders and business executives.
  • Proactive Engagement: Embrace a proactive approach, asking bold questions, establishing deep business connections, and adding value throughout the customer journey.
  • Cross-Industry Expertise: Work across various verticals, including manufacturing, finance, healthcare, and insurance, without needing prior vertical-specific experience.

What You Will Achieve:

  • Within 30 Days: Gain a deep understanding of the platform, customer segmentation, and your account portfolio. Familiarize yourself with customer success stories and start crafting engagement strategies.
  • Within 90 Days: Activate your engagement plan, establish key client relationships, and begin managing platform adoption and expansion for strategic accounts.

Who You Are:

  • Customer Success Expertise: 5+ years of experience in Customer Success for enterprise software, ideally SaaS, with a proven track record of managing high-touch accounts and driving tangible business outcomes.
  • Execution-Oriented: Strong organizational skills, with the ability to plan, coordinate, and manage escalations, ensuring client success.
  • Business & IT Acumen: Broad understanding of business operations and IT systems across multiple industries, enabling you to align solutions with client goals.
  • Proactive & Collaborative: A self-motivated team player with a positive attitude, who thrives in a supportive and dynamic environment.

Why Join Us?

Be part of a forward-thinking company where innovation, teamwork, and professional growth are at the heart of the culture. You'll have the opportunity to shape the future of data management and make a real impact on clients' success. If you’re passionate about customer success and looking for a role where your contributions are valued, this is the place for you.

Compensation Structure:

The compensation plan includes a competitive salary with performance-based variable compensation tied to retention rates and customer success milestones.

Interested in discussing this role? Click the button below to send us an email, and we'll get back to you. Feel free to include your resume and some details about yourself.