Job Description
The Sr. Customer Success Manager is accountable for customer onboarding, adoption, retention and expansion. Working cross functionally, CSMs create a value flywheel for customers; expanding features, processes and users. As a leader on the CSM team, the right candidate will also contribute to the continuous improvement of the CSM function by establishing playbooks, creating reusable content, coaching colleagues and working with peers in product development.
Responsibilities
- Reduce Time To Value: Unblock customer issues and help customers move to production quickly.
- Expand Utilization & Feature Adoption: Identify additional opportunities for customers to gain value from ProcessMaker, including incorporation of new features and functionality.
- Increase internal Expertise: Share best practices and lessons learned from client interactions. Coach other customer facing staff.
- Amplify Voice Of The Customer: Communicate customer needs and feedback, backed by data, to colleagues in product and business development roles.
Qualifications
- Bachelors Degree
- 10+ years total work experience in change management, technology implementation, process design and/or project management roles
- 5+ years working with Fortune 1000 customers in a customer success, professional services or consulting role
- Prior experience working with B2B SaaS solutions in a customer facing role
- Successful track record of owning a financial target and book of business
- Comfortable working cross functionally and coordinating solutions with individuals outside of your reporting team
- Experience building strategic relationships within a customer environment and uncovering opportunities for expansion
- Highly proficient computer skills including CRM, ticketing systems, Microsoft and Google product suites
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