Customer Success Manager - Industrial SaaS

What were looking for (qualifications):

We are not big on formal qualifications, and we value hands-on skills. We also enjoy working with people who are looking to learn new things and have a sense of responsibility toward their work.

- 3+ years experience in Management Consulting, Customer Success roles serving Enterprise clients.

- Project Management Experience.

- Collaboratively develop and build a detailed project plan to monitor and track progress.

- Coordinate internal resources for flawless execution of multiple projects.

- Track project performance through the use of data and analytics.

- Coordinate and communicate frequently with customers on project status and project needs.

- Experience with a project management software tool is a plus but not required.

- Ability to learn systems and business processes quickly.

- Ability to identify customer pain points and map processes.

- Excellent verbal, written, and presentation skills.

- Highly organized, collaborative, and detail oriented.

- Ability to manage multiple projects within time, schedule, and quality constraints.

- Expertise in dealing with significant change at senior business and IT levels (preferably dealing directly with VP or C-Level Executives).

- Capability as a credible and effective consultant/advisor/coach.

- Passion for technology and for being a part of a fast-growing SaaS startup where we move quickly and wear many hats.

- Flexible approach, able to operate effectively with uncertainty and change.

- Driven, self-motivated, enthusiastic, and with a can do attitude.

- Ability to travel up to 50%.

- Must be ready to work during US time zones.

What youll do (responsibilities):

- Be the primary post-sales point of contact for assigned customers. This role will collaborate closely with the sales account executive, the solution consultant, and the implementation consultant to form a team that supports customers through the entire customer lifecycle, including adoption, renewal, and expansion.

- Provide proactive guidance to critical users, encourage adoption, and assist in education on product updates.

- Develop an ongoing relationship with executive sponsors and champions at customers and become their advocate internally.

- Gather product feedback, conveying this to Product teams.

- Identify opportunities for customers to act as industry advocates (e.g., testimonials, case studies).

- Help foster a company-wide culture of Customer Success.

- Travel to visit clients on-site as needed (especially during the onboarding process) to provide support, build relationships with key users, and develop expansion strategies with your accounts.