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…