Customer Success Manager

Momentum; Indianapolis (IN); Hybride; USD 70 000 - 110 000; Plein temps

Résumé du poste

Leadout Capital seeks a Customer Success Manager (CSM) to ensure high-value Signature customers achieve tangible ROI from our platform. You will act as a trusted advisor, coordinating deliverables, renewals, and expansions while aligning business value with technical goals.

In this hybrid role, you will manage both executive relationships and day-to-day success plans, leveraging AI tools to monitor health, adoption, and risk, and collaborating with Sales, Engineering, and Product teams to drive

Qualifications

• 3-4 years of relevant experience in Customer Success, SaaS, or related fields.
• Strong consulting skills with ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Domain expertise with understanding of the customer’s industry and its broader impact on their business.
• Excellent communication, able to translate technical concepts into business terms for diverse audiences.
• Commitment to learning and development, seeking mentors to accelerate growth.

Responsabilités

• Act as the single point of customer accountability for delivery of Signature deliverables, overall experience, renewal and expansion.
• Coordinate all deliverables and oversee the Signature lifecycle experience.
• Apply processes to address customer needs and ensure value delivery.
• Align with business and technical stakeholders to meet strategic goals.
• Prioritize urgent work, organize tasks, and plan to drive results.
• Build executive relationships within customer IT and business leadership.
• Proactively monitor health, adoption, and risk; conduct quarterly reviews and provide tailored release recommendations.
• Lead incidents as primary contact and coordinate cross-functional teams for resolution.

Connaissances

Consulting skills

Domain expertise

Communication

Learning & development

Description du poste

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.

Your Impact

Customer Accountability and Value Alignment

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.
• Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.

Strategic Advisory and Stakeholder Management

• Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
• Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems.
• Solidify partnership commitments and drive innovation aligned with customers’ business challenges.
• Increase customer engagement with products and services and identify major political barriers to customer success.
• Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.

Technical Health, Adoption, and Risk Management

• AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
• Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
• AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
• Collaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilities.
• Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnosis questions and align platform features with customer priorities and roadmaps.
• Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
• Act as the primary point of contact for major incidents, ensuring timely communications and resolution of issues.
• Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
• Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making.

Minimum Requirements

• Experienced business professional, preferably with 3-4 years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.
• Consulting Skills: Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Domain Expertise: Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer’s business.
• Communication: Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
• Learning & Development: Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development
  

Cloud Specific Experience

• Salesforce product certifications are a plus (external hire recommended: AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist)
• Working knowledge of core Sales Cloud features: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards
• Understanding of sales processes (lead-to-cash, opportunity management, pipeline management)
• Familiarity with Sales Cloud automation (workflows, process builder, flows for sales processes)
• Knowledge of common sales use cases (territory management, lead assignment, opportunity stages)

Note: This role is office-flexible, and the expectation is to be in office 3 days per week.