Delivery Customer Success Manager

The role

Job Summary

As a Customer Success Manager (CSM), you sit at the center of the action. You will own the full customer journey end-to-end, from the first quote to renewal and everything in between. You will be the fact of the business to our customers, and you will set the tone for how we show up: consultative, responsive, and always thinking one step ahead.

You’ll spend real time with customers, partner closely with Sales, and help uncover growth opportunities along the way—whether that’s an upsell, co‑sell, or a new way to solve a customer’s problem. If you thrive at the intersection of customer experience, revenue growth, and team leadership—and want to build something impactful—this role was made for you.

Note: This role requires you to be on-site 3 days per week.

• Own the end‑to‑end customer journey from quote to cash, ensuring a seamless, high‑impact customer experience.
• Develop strong relationships with field sales teams and act as a trusted partner to customers.
• Spend meaningful time engaging directly with customers, including onboarding, reviews, renewals, and escalations.
• Acts as the single point of contact for account managers and customers, supporting their day‑by‑day delivery and overseeing customer experience.
• Coordinate with the relevant Licensing Specialists to provide license knowledge and support during the sales process.
• Proactively identify upsell, cross‑sell, renewal, and expansion opportunities through customer engagement.
• Consistently execute across quoting, ordering, billing, renewals, and collections.
• Use data and insights to track customer health, retention, and revenue growth, driving continuous improvement.
• Responsible for brand new publisher and deal registration inclusive of local programme management and setup.
• Enable customers to self‑serve where applicable.
• Focus on resolution times and output instead of tasks performed for the customer.
• Supports Q  meetings from an operational perspective.

5% for potential occasional travel to visit customers or internal meetings.

• Demonstrated experience using AI in a practical, applied way — such as improving workflows, automating tasks, enabling better decision‑making, or increasing impact in prior roles. This does not require deep technical or engineering expertise in AI; we value applied use, experimenting, and a mindset of curiosity and continuous learning.
• Bachelor’s degree preferred, equivalent experience acceptable.
• 1‑2+ years in a Customer Success, Sales Operations, Inside Sales or similar role; preference will be given to candidates with a background in operational licensing or services.
• Understanding the processes of quote and order management, onboarding a client and after sales.
• Experienced in Working in a Matrix Organization.
• Experience working with customers; building and maintaining relationships.
• Good presentation, communication, organization, multitasking, project and time management skills.
• Problem solving, critical thinking and consultative skills required.
• Ability to research multiple sources to find data.

• 100% resolution to renewal.
• Meeting and exceeding multivendor growth targets.
• Attaining high CSAT scores.

• This role reports to the Customer Success Management Leader.
• Partner closely with Sales, Presales, Channel, Solution Sales, and Services to support deal execution and co‑sell motions.

• Generous pay with bonus structure (quarterly or bi‑annual depending on the role).
• Independent environment without a lot of red tape where you are empowered to make decisions.
• Substantial benefits package that includes:
  • Full suite of medical coverage with A+ carriers, Dental, and Vision with strong employer contributions plus additional voluntary coverage available for Pets, Identity Theft Protection, Accident & Critical Illness.
  • 401k program with employer matching 50% up to the first 10% of employee’s contributions.
  • Wellness plan that includes credits to premiums and employer contributions towards the savings plan of your choice.
  • Access to EAP and concierge services plus pre‑paid legal at no cost.
  • Abundant time off that includes…