Role Purpose

Location- US Fort Lauderdale

Level - Support role

Department - Customer

Working Pattern - Hybrid

Benefits - Benefits at Ideagen

The Customer Success Manager is responsible for owning and developing post‑sales customer relationships, acting as a trusted advisor to ensure customers achieve meaningful and measurable value from Ideagen solutions. This role focuses on strategic account management, long‑term value delivery, and revenue retention while building strong partnerships with customer stakeholders at all levels. The Customer Success Manager plays a key role in customer advocacy, risk management, and growth by aligning customer goals with Ideagen’s solutions and services.

Responsibilities

Managing a portfolio of mid‑market to enterprise customer accounts, owning the full customer lifecycle from onboarding through renewal and expansion
Developing and delivering strategic Customer Success Plans aligned to customer objectives, success metrics, and long‑term growth goals
Leading quarterly business reviews, presenting value outcomes, performance insights, and return on investment analysis
Building and maintaining multi‑threaded relationships across customer organisations, including executives, sponsors, and day‑to‑day users
Monitoring account health using usage data, engagement indicators, and business outcomes to identify risks and optimisation opportunities
Partnering with Sales teams to identify and support upsell and cross‑sell opportunities within existing accounts
Acting as the primary escalation point for customer issues, coordinating resolution across Support, Product, and Engineering teams

Skills and Experience

You have experience in customer success, account management, or a consultative sales role within a B2B environment
You are comfortable managing complex customer relationships with multiple stakeholders and varying priorities
You bring a strategic, data‑driven approach to account planning, value measurement, and decision‑making
You can confidently communicate with senior stakeholders and present insights, recommendations, and business outcomes
You have strong commercial awareness and understand SaaS metrics, renewals, and expansion opportunities
You are experienced using CRM systems such as Salesforce and are confident analysing data using Excel or similar tools
You enjoy collaborating cross‑functionally and acting as a customer advocate internally
You are organised, proactive, and able to manage multiple accounts while maintaining attention to detail

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

We’re building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen!

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com . All matters will be treated with strict confidence.At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible arrangements. If this is something you are interested in, please let us know during the application process. Enhance your career and make the world a safer place!

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Ideagen

Open Positions (1)

Customer Service

Customer Success Manager