Customer Success Manager

Flowable USA Inc.; Atlanta (GA); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

World-class product

Autonomous culture

Career development opportunities

Job summary

Flowable USA Inc. is seeking a Customer Success Manager to drive adoption, value realization, and long-term relationships with enterprise customers.

You will partner with customers to ensure measurable outcomes and expansion opportunities, collaborating with cross-functional teams to align on success metrics and renewal strategies. You will manage onboarding, adoption planning, health monitoring, and quarterly business reviews, while advocating for customers and guiding them through Flowable’s

Qualifications

• 6+ years in Customer Success, Account Management, Solution Consulting, or Professional Services at a SaaS/enterprise vendor
• Proven track record improving adoption, retention, and expansion in enterprise accounts
• Strong communication skills with C-level and hands-on practitioners
• Analytical skills to interpret product usage data and customer health metrics

Responsibilities

• Lead onboarding and success planning for new customers.
• Define measurable success criteria and drive platform adoption across teams.
• Monitor health metrics and own renewal processes with recovery plans for at-risk accounts.
• Identify expansion opportunities and align customer vision with product roadmap.

Skills

Customer Success

Account Management

Solution Consulting

Professional Services

Data Analytics

Executive Communication

English Proficiency

Tools

BPM

DPA

Case Management

Workflow Solutions

Job description

Customer Success Manager

Customer Success Manager Flowable is the agentic process automation and case management technology of choice for process‑intensive enterprises and organizations with tough compliance. It puts your processes, people, and AI together in one unified platform. As a fast‑growing, global software company with big ambitions, we foster an entrepreneurial spirit and a culture of collaboration where talented people thrive and contribute to a fantastic work environment. As a Customer Success Manager (CSM) at Flowable, you will play a pivotal role in ensuring our customers achieve measurable success with our platform. You will partner with customers to drive adoption, deliver business value, and build long‑term relationships that lead to retention and expansion. This role is customer‑facing and requires a balance of strategic advisory skills, product expertise, and commercial awareness.

Responsibilities

• Customer Adoption & Outcomes
  • Lead onboarding and success planning for new customers
  • Define measurable success criteria
  • Drive platform adoption across business and technical teams
  • Conduct regular QBRs/EBRs to align on achieved outcomes
• Customer Health & Retention
  • Monitor customer health metrics
  • Proactively manage renewal risks
  • Own the renewal process
  • Implement recovery plans for at‑risk accounts
• Expansion & Growth Influence
  • Identify and drive expansion opportunities
  • Collaborate with Account Executives to ensure customers realize value pre‑renewal
  • Align customer vision with Flowable’s product roadmap
• Collaboration & Internal Alignment
  • Work closely with Engagement Managers for smooth handovers
  • Relay structured customer feedback to internal teams
  • Share success stories and best practices across the organization

Qualifications

• 6+ years’ experience in Customer Success, Account Management, Solution Consulting, or Professional Services at a SaaS/Enterprise Software vendor
• Proven track record of improving adoption, retention, and expansion in enterprise accounts
• Strong communication skills, capable of engaging with C‑level executives as well as hands‑on practitioners
• Analytical skills to interpret product usage data and customer health metrics
• Experience in BPM, DPA, Case Management, or enterprise workflow solutions preferred
• Fluent in English; German or other European languages are a strong plus

Benefits

• World‑leading product that is trusted by leading organizations and recognized by Gartner and Forrester as a leader in digital transformation
• Transparent, autonomous, customer‑focused culture with a servant‑leadership ethos
• Opportunity to drive real transformation through AI‑enabled case management and strategic adoption
• Career development opportunities: exposure to cutting‑edge technology, skill expansion, and pathways into sales or leadership roles as the company scales