The Customer Success Manager (CSM) will be responsible for managing high-touch, strategic existing customer accounts. The CSM will act as the main point of contact for customers, ensuring successful onboarding, driving product adoption (Trusted Advisor), and fostering long-term relationships. The CSM will work closely with top management, middle managers, and cross-functional teams to ensure the customer’s success and alignment with their business goals.

Key Responsibilities

-  Serve as the main point of contact for assigned high-touch customers, managing relationships from onboarding through ongoing engagement.

-  Build and maintain strong, long-term relationships with top management and middle managers in customer organizations. Understand power maps and decision makin process in customer organization.

-  Understands customer strategy and how DG solutions can help in reaching these goals.

-  Develop and implement customized onboarding plans tailored to individual customer needs.

-  Create and manage customer success plans that align with the customer’s business goals and desired outcomes.

-  Prepare both standard and custom documentation to support onboarding and ongoing engagement.

-  Lead weekly and daily communication touchpoints with customers to provide updates, resolve issues, and offer strategic advice.

-  Collaborate closely with the Operatios team for seamless handoffs in last phase of project delivery.

-  Collaborate closely with the Sales team for seamless handoffs and cooperative customer management.

-  Organize quarterly business reviews (QBRs) and take part in annual SteerCo meetings to discuss performance, progress, and future goals.

-  Monitor customer health, proactively address challenges, and drive customer retention and growth through tailored engagement strategies.

-  Promote advocacy programs, webinars, and external presentations, positioning the customer as a success story for internal and external audiences.

-  Collaborate with product teams to provide input on the roadmap based on customer feedback and requirements.

-  Prepare and deliver quarterly business reviews (QBRs) for high-touch customers, focusing on performance metrics, business value, and strategic alignment.

-  Generate custom pricing proposals when necessary and assist in contract renewals.

-  Work intensively with Sales and Support teams to ensure a coordinated approach to customer management.

-  Drive internal and external success stories, including developing 3 internal and 1 external story per customer annually.

-  Engage customers in advocacy programs, helping them to present their success stories at user conferences and other industry events.

-  Lead webinars with product owners and advocates to showcase customer successes and product enhancements benefits to Customers.

-  Accelerate time to value by guiding customers through their maturity journey and upselling digital and advisory services.

-  Coordinte with Partner, if Partner is engaged in project delivery and/or L1 support

-  Maximize the return on investment from our software and services.

-  Continuous Service Improvement, benefit from ongoing enhancements based on customer feedback and industry trends.

-  Build a long-term, collaborative relationship with our team dedicated to their success.

-  Participating in the tendering process during acquisition of new High-touch customers, by providing answers to customer’s requests, participating in tendering calls with customers, and closely collaborating with Tendering, Sales and Support during the whole process.

Qualifications\:

·  Bachelor's degree in Business, Computer Science, or a related field.

·  Proven experience in a customer-facing role within the software industry, with a focus on customer success, account management, or similar functions.

·  Strong understanding of software products and the ability to communicate technical concepts effectively to non-technical stakeholders.

·  Excellent communication, interpersonal, and negotiation skills.

·  Ability to thrive in a fast-paced, dynamic environment and drive initiatives independently.

·  Familiarity with customer success platforms and tools is a plus.

·  Support up to 15% international travel yearly.