Customer Success Manager

Role Overview

• Manages a list of our strategic customers and important initiatives.
• Provides customers with business, technical, and product knowledge.
• Develops/executes effective success plans to drive customer outcomes.
• Educates customers on how existing and new product features/functionality will contribute to the growth of their business.
• Works closely with CS leadership to define and execute best practices for account management.
• Assists others at OutSystems as they support the customers in their digitalization journey.
• Works closely with Account Executives and Customer Success Engineers to identify and nurture customer renewal and growth opportunities to closure.
• Acts as the Voice of the Customer.
• Identifies and quantifies the key factors for customer success and then communicates them effectively to drive the solutions provided by OutSystems.
• Develops a plan to meet this criterion based on regularly cadenced communications with the customer (QBRs, Executive Meetings, etc.).
• Brings intelligent and relevant product feedback and recommendations from customers back to the Product Management team.
• Travels as needed to meet with Customers in person.
• Develops a plan to increase the penetration at your Customers that provides for increased OutSystems executive visibility.
• Innovates to make an impact: on your customers, your team, and the company.

Requirements

• 5+ years’ experience in a customer facing role
• Experience in a Technical Account Management, Customer Success Management, Solution Engineering/Architecture, or Professional Services role
• Experience with large enterprise customers in a SaaS revenue model
• Track record of consistently delivering projects, driving successful technical programs, and managing technical accounts
• Experience working with a technical customer base and corporate IT projects and processes
• Proven ability to lead people internally and externally to drive outcomes
• A highly quantitative approach to understanding, measuring, and forecasting customer behavior and revenue
• Ability to work across geographies and cultures
• Bachelor’s Degree (or equivalent) or higher.

Benefits

• A company that is always growing, changing, and innovating.
• Real career opportunities.
• Work colleagues that are as smart, hard-working, and driven as you.
• Disrupting the status quo is in our DNA.
• An inclusive culture of diversity, where everyone feels empowered to be their authentic self.