Customer Success Manager

We are seeking a Customer Success Manager to join an innovative, AI-powered IT Service Management (ITSM) platform that revolutionizes organizational efficiency and cost reduction. By utilizing cutting-edge technologies such as Agentic AI, machine learning, and natural language processing, the platform transforms IT operations with intelligent automation, real-time insights, and proactive decision-making.

Customer Engagement:

- Train and collaborate closely with customer teams to maximize value from the platform, analyze KPIs, and drive activities and process changes.

- Build meaningful relationships with managers and executives to advance business objectives.

- Continuously drive product value through the deployment of new features that enhance usage across customer teams.

- Monitor and promote product adoption, customer satisfaction, and overall health scores.

- Foster new business growth through strong relationshipsand and advocacy.

- Implementation of Product and Methodology:

- Understand and map customers’ business and operational needs to relevant KPIs.

- Act as a trusted advisor to help drive activities and share best industry practices.

- Collaborate closely with operational teams to analyze and improve processes.

Technical Skills:

- Possess technical skills in data analysis, including proficiency with BI tools and SQL queries. Analytical and process-oriented mindset.

Enterprise Customer Management Skills:

- complex enterprises and their needs, including the dynamics of different roles and departments. Strong drive to work with customers in complex, multi-layered environments.

- Project Management Skills: Take end-to-end responsibility for customer implementation, including:

- Creating timelines and milestones.

- Tracking progress.

- Leading meetings and discussions, such as QBRs, to promote value realization.

- Deep understanding of value drivers in recurring revenue business models.

- Startup mentality with a "can-do" approach to problem-solving, demonstrating flexibility and resourcefulness in a fast-paced environment.

Willingness to act quickly, manage multiple accounts, and build new processes/tools for scalable infrastructure.

Requirements:

- Minimum of 2 years of experience with BI tools and SQL queries; a data-driven approach is essential.

- Familiarity with the IT Service Management landscape is an advantage.

- Over 2 years of experience in a Customer Success Manager role leading customer-facing organizations.

- Experience working with enterprise-level clients, particularly Global 2000 accounts.

Relevant Background:

- Relevant experience in Delivery Management, Service Management, or - Project Management is preferred.

- Ideally, a combined background in customer success, post-sale support, data analysis, and consultancy.

Skills requirements:

Interpersonal Skills:

- Enthusiastic and charismatic approach capable of driving change management and inspiring others.

- Excellent communication and presentation skills in English; proficiency in other languages is an advantage.

-Education:Relevant bachelor’s degree; preference for Computer Science or related fields.