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