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Customer Success Manager, Senior Remote Type
Hybrid
Bengaluru,
India
Job Category
Customer Success
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Job Summary We are Progress (Nasdaq: PRGS) - a trusted provider of software that enables our customers to develop, deploy and manage responsible, AI powered applications and experiences with agility and ease.
The Customer Success Manager acts as a trusted advisor, investing time in developing and improving relationships with clients. This role is responsible for supporting the work of top clients on a global level, assisting customers during all stages of after-sales service, and focusing on successful customer onboarding, product implementation, customer business goals, and key initiatives.
We re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as a Senior Campaign Lead and help us do what we do best: propelling business forward. This is for our line of products
In this role, you will:
- Act as a trusted advisor and invest time in developing and improving relationships with key clients
- Assist in achieving customer satisfaction goals by proactively meeting needs and resolving issues that arise
- Support the work of key clients on a global level
- Assist customers during all stages of after-sales service, focusing on successful customer onboarding, product implementation, customer business goals, and key initiatives
- Build strong relationships with customers to improve the customer experience, leading to increased customer retention and contract renewals
- Work with strategic clients to facilitate their technical work with the companys products, ensuring they receive maximum value and satisfaction
- Identify the need for and create new programs or improvements to existing ones to facilitate customer work with new product versions and features
- Proactively track and manage the customer experience, resolving problems and escalating issues as necessary
- Successfully handle escalations and resolve customer problems through coordination and collaboration with various functional units within the company
- Maintain contact with clients through telephone conversations, meetings, and email correspondence, assisting them with all aspects for their account
- Maintain a key customer information base for use by everyone and update systems accordingly
- Lead meetings with clients, including QBRs and strategic business reviews
- Review internal accounts quarterly to discuss product status, technical challenges, and future implementation of additional features
- Coordinate and facilitate high-level demos, workshops, and training sessions to educate customers on current features and future product capabilities
- Engage with internal cross-functional groups to remove technical barriers/issues customers may encounter
- When/if required conduct site visits as needed, building strong relationships with key stakeholders and executives
- Monitor customer health and track product adoption through features used. Action any CTAs generated.
- Develop new materials, presentations, implementation plans, and proposals to improve customer engagement
- Create regular reports and conduct conference calls with customers to discuss product support or ongoing projects
- Initiate and participate in discussions with client stakeholders to explore their expectations, support needs, success goals/plans and business vision
- Act as an expert in their work, following best practices and understanding clients business goals and tasks
- Coordinate and support customer training related to new products or improvements
- Identify and create sales Leads and Opportunities to expand customers using a consultative approach
- Improve professional qualifications through participation in training offered by the company or external suppliers
- Comply with internal work processes and policies, proactively improving internal processes, tools, and resources
- Set a good example and act as a mentor to other team members, sharing experience and knowledge
- Position themselves as an expert in their field at the company level, sharing experience and best practices
- Communicate, present, and influence effectively at all levels within and outside the company
- Participate and contribute in meetings
- Prepare reports on work progress
- Perform other tasks assigned by the direct supervisor related to the activity
Your background:
- 7 + years in Customer Success, with a proven ability to manage relationships in complex organizations, including Fortune 500 and Global 2000 customers.
- Bachelor s degree or equivalent work experience.
- Demonstrated experience in customer management within a software or SaaS environment, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels.
- Experience with Gainsight and Salesforce.
- Strong verbal and written communication skills, including the ability to chair meetings with executive leadership.
- Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services and Product Management).
- Certifications in customer success, project management, or related fields are a plus.
- Willingness to work in the US time zone (6:30 PM 3:30 AM IST) is required.
If this sounds like you and fits your experience and career goals, we d be happy to chat. What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with, and also to enjoy:
Compensation
- Competitive remuneration package
- Employee Stock Purchase Plan Enrolment
Vacation, Family, and Health
- An extra day off for your birthday
- Various other leaves like marriage leave, casual leave, maternity leave, and paternity leave
- Premium Group Medical Insurance for employees and five dependents, personal accident insurance coverage, and life insurance coverage
- Professional development reimbursement
- Interest subsidy on loans - either vehicle or personal loans.
Together,
We Make Progress
