Kris@Work - Customer Success Manager

As a Customer Success Manager, you will own the end-to-end post-sales relationship and ensure customers realize maximum value from their investment. You will act as a trusted advisor, technical expert, and strategic partner, driving adoption, delivering measurable business outcomes, and ensuring long-term retention and expansion.

What You'll Do:

Deliver Customer Value:

- Develop a deep understanding of customer goals, workflows, and technical environments to map them to platform capabilities, best practices, and measurable business outcomes.

- Run value check-ins, business reviews, and optimization sessions to ensure customers consistently realize ROI.

- Provide consultative guidance, platform enablement, training, and solution recommendations to maximize value and improve end-user experience.

Drive Adoption & Platform Success:

- Lead customers through adoption of new features, use-cases, and modules across different teams, regions, and business units.

- Be hands-on with the platform; stay current on product capabilities, integrations, and AI-driven enhancements.

- Proactively identify efficiency gains, automation opportunities, and configuration improvements to drive increased usage and ROI.

Lead Technical Implementation & Solution Delivery:

- Support onboarding, configuration, integration validation, and rollout activities to ensure smooth technical implementation.

- Understand customer architecture, data flows, and system dependencies to advise on scalable, secure, and optimized setups.

- Coordinate with engineering, product, support, and services to resolve issues and influence roadmap priorities.

Build Strategic Relationships & Champions:

- Serve as the customer's day-to-day strategic advisor and trusted technical partner.

- Build strong, multi-level relationships with senior stakeholders, end users, and technical teams.

- Develop internal champions who advocate for the platform and support expansion opportunities.

Manage Account Health & Governance:

- Track and manage key performance indicators across adoption, consumption, value realization, and retention.

- Establish strong operational discipline with regular check-ins, executive business reviews, and early-warning risk management.

- Own renewal readiness and partner with Sales to identify upsell/cross-sell opportunities.

Advocate For The Customer:

- Act as the internal voice of the customer, communicating needs, challenges, and enhancement requests to product and engineering teams.

- Partner cross-functionally to ensure seamless end-to-end experience across support, services, product, and sales.

Who You Are & What Makes You Qualified:

Experience & Skills:

- 3+ years in B2B SaaS account management, customer success, technical account management, and/or implementation roles.

- Strong understanding of web technologies, APIs, integrations, SaaS platforms, CRM, and/or social media technologies.

- Excellent communication, stakeholder management, and executive-level presentation skills.

- Strong analytical and problem-solving mindset; ability to derive insights, harmonize data, and build business cases.

- Skilled at breaking down complex issues, articulating technical concepts clearly, and driving structured resolutions.

- Ability to manage multiple projects simultaneously in a fast-paced, deadline-driven environment.

- Passion for solving customer challenges, driving outcomes, and delivering exceptional customer experience.

- Experience with customer engagement platforms, Go-To-Market technologies or omnichannel digital tools is a plus.

- Hands-on familiarity with workflow tools, analytics, data visualization, AI-driven solutions, and enterprise integrations.

- Bachelor's degree in a technical, engineering, or related discipline; advanced degree preferred.