Customer Success Manager

We are seeking a proactive and results-oriented Customer Success Manager to lead and maintain ongoing client relationships for recurring digital and non-digital services. This pivotal role involves ensuring exceptional delivery of internal commitments, achieving desired customer outcomes, and driving additional value from our extensive solution portfolio. You will be instrumental in guiding clients through the Adopt, Expand, and Renew lifecycle stages, with a strong focus on retention and growth. Activities & Areas of Responsibility Serve as the primary point of accountability for assigned clients for both Digital and non-digital recurring services. Advise and develop client vision, clearly define desired business outcomes, and create a success plan. Be in charge of renewal & limit churn rate. Identify possible pull-through opportunities (renewal, cross-sell, and upsell) with Service Bureau experts (CSH). Provide regular customer updates, data insights, performance / issue trends (e.g., QBRs). Build out and track standard Customer Health Score Metrics. Build, maintain, and leverage strong relationships with clients and Business Decision Makers within each customer to influence adoption. Ensure data quality of information captured in the contract for smooth execution and renewal. Ensure in particular that the entitled Installed Base is 100% attached to contract, at contract start or renewal, and during contract lifecycle. Provide a feedback loop on potential offer improvements, based on customer adoption & direct input. Identify users of SE Digital services offers & secure customer satisfaction. Drive usage and help accelerate customer value for each product/service. Ensure follow-up meetings with country Sales (cover E2E opportunity process, from lead to order). Share and implement best practices to drive up realization of outcomes. Main Interactions Sales closes the deal and hands off to Customer Success in the LAND phase. FS (Field Services), IoT integration Manager, and CSH (Customer Success Hub) support in the Set-up and Onboarding in the ADOPT phase. Sales receives the opportunities detected by CSH and CSMs in the EXPAND phase. Sales supports in the RENEW stage depending on customer needs and complexity. Key Performance Indicators (KPIs) Renewal Rate / Customer churn rate NSS (>90%) Product adoption rate Customer health score / Net Promoter Score (NPS) Upsell and cross-sell / Referrals / Conversion rate or trials Qualifications Bachelor of Engineering degree preferred. Knowledge of the large and critical electro-intensive industry, EcoStruxure, IoT or Cloud understanding, and a proven track record of generating or leading related opportunities. Proficient computer experience in Microsoft Office Products + Salesforce. High commitment to the company's vision and values. Excellent analytical skills and attention to detail. Excellent communication skills both verbal and written. Effective working in team environment. Customer-oriented, Nurturing, Farmer Characteristics. Deep passion for making others successful. Dynamic & entrepreneur