I. PURPOSE

The Customer Success Manager for subscription services is responsible for promoting customer loyalty by ensuring that customers successfully achieve desired outcomes through full adoption of provided subscription services. Drives end-to-end adoption cycle by partnering closely with sales accounts teams, delivery teams, partners, and other relevant resources.

II. DUTIES AND RESPONSIBILITIES

CUSTOMER SUCCESS MANAGEMENT

• Develop trusted advisor-relationships with our customer's senior/strategic management, executive sponsors, and key influencers among stakeholder groups that will be affected.

• Develop Customer Success Plans and Quarterly Success Reports for customers

• Conduct Quarterly Success Reviews for customers and drive collaboration for progress towards outcomes

• Ensure all activities to drive adoption is aligned with and contributes to internal group's desired business outcomes

CURRENT OPERATIONAL DISCOVERY

• Drive and/or facilitate discovery activities for understanding of current state of customer's operations in terms of people, process, and technology

• Determine how the specific solution to be provided can address current challenges and improve operational efficiency, team effectiveness, and contribute to achieving business outcomes

• Document findings and provide recommendations for operations

ADOPTION MANAGEMENT

• Regular measurement of usage data, evaluation of enabled features against use cases, and gathering of stakeholder feedback

• Thorough analysis of usage, support, sentiment, and outcome metrics to identify barriers to adoption

• Development and application of strategies to address adoption barriers: stakeholder communications (change, campaign, engagement, success and/or bottom-up), user enablement and training, service optimization, process streamlining, best practice assessment, etc.

• Lead the development and delivery of measures and metrics to support the assessment, reporting and improvement of the organization's information security posture.

• Identify and drive the end-to-end remediation of discovered or potential security breaches and vulnerabilities.

• Build the information security capability of the entire organization.

III. QUALIFICATIONS

A. Minimum Education

• Bachelor's degree in IT/Computer Science/Business Management or equivalent.

B. Minimum Experience/Training

• At least 2 years working experience with proven ability in B2B environments with preference for customer success, account management, implementation, sales, or consulting background

• Solid knowledge of SaaS (software-as-a-software) business model and any of the following types of platforms/ solutions: CRMs (e.g. Salesforce, Hubspot), ERPs (e.g. SAP), collaboration and productivity platforms (e.g. O365, Citrix, Webex), analytics platforms and tools (e.g. Tableau, Alteryx), network management and monitoring tools (e.g. Cisco DNA, Meraki, Solarwinds)