Customer Success Manager

Overview

Reporting into the Customer Success Director, you will manage and partner with North America-based Enterprise organizations at the forefront of SAP technology. Your role will be pivotal in ensuring 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 customers toward success.

Dallas, Texas

• Drive customer engagement by deeply understanding customers’ organizations, uncovering their goals and drivers, and aligning our products and services to meet their needs.
• Foster collaboration as the bridge between customers and internal stakeholders, swiftly addressing any queries or issues to ensure a seamless experience.
• Fuel renewals and expansion by identifying opportunities for expansion, cross‑sell, and upsell within the account portfolio and working closely with the Customer Success team to accelerate product renewals.
• Champion continuous improvement by collaborating with customers and the Development team to transform feedback into actionable insights that shape the product roadmap.
• Unleash co‑marketing opportunities by discovering and leveraging co‑marketing initiatives that showcase success stories through compelling case studies.

• 5+ years of experience in Customer Success or account management, with a track record of managing mid‑to‑large value Enterprise accounts.
• Proactive account management experience, uncovering and driving opportunities within existing accounts, managing senior stakeholders, and navigating complex organizations.
• Exceptional communication skills, excelling at stakeholder management and navigating cross‑functional teams to resolve issues and drive customer success.
• Demonstrable presentation skills and the ability to articulate the business value of technically complex software products to both technical and non‑technical audiences.
• Experience working in a fast‑paced, tech‑scale‑up or high‑growth SaaS environment.

• Previous experience within the SAP ecosystem, providing a solid understanding of customer needs in this industry.
• Experience in a Customer Success function within a technically complex software environment, supporting customers through intricate technology landscapes or large‑scale enterprise system change programs.

• 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