Customer Success Manager

As a Customer Success Manager (CSM) you 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.

Responsibilities:

o Serve as the main point of contact for assigned high-touch customers, managing relationships from onboarding through ongoing engagement.
o 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.
o Understands customer strategy and how DG solutions can help in reaching these goals.
o Develop and implement customized onboarding plans tailored to individual customer needs.
o Create and manage customer success plans that align with the customer's business goals and desired outcomes.
o Prepare both standard and custom documentation to support onboarding and ongoing engagement.
o Lead weekly and daily communication touchpoints with customers to provide updates, resolve issues, and offer strategic advice.
o Collaborate closely with the Operatios team for seamless handoffs in last phase of project delivery.
o Collaborate closely with the Sales team for seamless handoffs and cooperative customer management.
o Organize quarterly business reviews (QBRs) and take part in annual SteerCo meetings to discuss performance, progress, and future goals.
o Monitor customer health, proactively address challenges, and drive customer retention and growth through tailored engagement strategies.
o Promote advocacy programs, webinars, and external presentations, positioning the customer as a success story for internal and external audiences.
o Collaborate with product teams to provide input on the roadmap based on customer feedback and requirements.
o Prepare and deliver quarterly business reviews (QBRs) for high-touch customers, focusing on performance metrics, business value, and strategic alignment.
o Generate custom pricing proposals when necessary and assist in contract renewals.
o Work intensively with Sales and Support teams to ensure a coordinated approach to customer management.
o Drive internal and external success stories, including developing 3 internal and 1 external story per customer annually.
o Engage customers in advocacy programs, helping them to present their success stories at user conferences and other industry events.
o Lead webinars with product owners and advocates to showcase customer successes and product enhancements benefits to Customers.
o Accelerate time to value by guiding customers through their maturity journey and upselling digital and advisory services.
o Coordinte with Partner, if Partner is engaged in project delivery and/...