Customer Success Manager

Customer Success Manager Dallas, Texas The Opportunity

Reporting into our Customer Success Director, you will manage and partner with North America-based Enterprise organisations at the forefront of SAP technology. Your role will be pivotal in ensuring our customers achieve their goals and derive maximum value from our solutions. By forging strong connections, understanding their unique needs, and tailoring our offerings, you will serve as a trusted advisor guiding our customers towards success.

If you were to join Basis Technologies as a Customer Success Manager, you can expect to:

• Drive customer engagement:
  Dive deep into our customers' organisations, uncovering their goals and drivers, and align our products and services to meet their every need.

• Foster collaboration:
  As the bridge between customers and internal stakeholders, you will swiftly address any queries or issues, ensuring a seamless and extraordinary experience.

• Fuel renewals and expansion:
  Seize the opportunity to unlock hidden potential by identifying avenues for expansion, cross-sell, and upsell within your account portfolio; and work closely with the Customer Success team to accelerate product renewals.

• Champion continuous improvement:
  Collaborate closely with customers and our Development team to pave the way for product enhancements, transforming customer feedback into actionable insights that shape our Product Roadmap.

• Unleash co-marketing brilliance:
  Discover and harness co-marketing opportunities which showcase our success stories through compelling case studies, leaving audiences inspired and eager to embark on their own journey with us.

To help you establish whether this role is for you, these are the key foundational characteristics you will need to be set up for success:

• Customer Success: 5+ years of experience in a Customer Success or account management function, with a track record of managing mid-to-large value Enterprise accounts.

• Proactive account management:
  Demonstrable experience in uncovering and driving opportunities within existing accounts, including managing senior stakeholders and navigating complex organisations.

• Exceptional communication skills:
  You excel at stakeholder management and can effectively navigate cross‑functional teams to resolve issues and drive customer success.

• Showcase value:
  Demonstrable presentation skills and the ability to articulate the business value of technically complex software products to both technical and non‑technical audiences.

• Dynamic environment:
  Experience working within a fast‑paced environment, ideally within a tech scale‑up or high‑growth SaaS business.

• Previous experience within the SAP ecosystem is highly desirable, providing you with a solid understanding of customer needs in this industry.

• Experience working in a Customer Success function within a technically complex software environment, supporting customers through intricate technology landscapes or large‑scale enterprise system change programmes.

• Competitive salary and bonus

• Medical, Dental, and Vision insurance

• 401(k) with up to 6% employer match

• Health Savings Account (HSA) with bi‑monthly employer contributions

• Flexible Spending Account (FSA)

• Life insurance and AD&D coverage

• 15 days PTO, increasing to 20 days with tenure

• Hybrid working

• Global Flexibility (work abroad up to 1 month per year)

• Enhanced Parental Leave

• Paid Volunteer Day