Account Management: Develop and maintain strong relationships with key customer stakeholders, working to develop strategic plans that align with their business objectives, driving mutual success and growth.
Product Knowledge: Stay abreast of product updates and features, providing customers with insights on how to leverage our solutions to meet their unique needs.
Issue Resolution: Proactively identify and address customer issues, collaborating with internal teams to ensure swift and effective problem resolution.
Feedback Collection: Gather customer feedback and insights, advocating for customer needs within the organization to drive product improvements.
Training and Education: Conduct 1:many sessions to empower customers to maximize the value of our products/services, offering ongoing education and support (including live webinars, email outreaches, community content, and more…)
Retention & Expansion: Collaborate with customers to maximize the value they derive from our products/services, ensuring that our solutions continue to meet and exceed their expectations over time. Devote efforts to ensuring high customer satisfaction and loyalty, developing strategies to minimize churn, and fostering long-term relationships with our clients. Identify and execute opportunities for account expansion, whether through upselling or cross-selling additional products or services, providing customers with a comprehensive and integrated solution to meet their needs.

3+ years of experience in Customer Success, Account Management, or a related field, successfully managing complex customer relationships in a B2B SaaS environment.
Proven experience in audit (internal or external), risk management, compliance, or management consulting, with an emphasis on solving enterprise-level challenges and driving customer outcomes (preferred).
1+ years of hands-on experience with Optro modules, data load processes, and advanced configurations (preferred).
Exceptional communication, relationship-building, and problem-solving skills, with an ability to engage and influence stakeholders at all organizational levels.
Possess the ability to interface with C-level executives to drive program strategy and ROI.
Familiarity with customer success tools like Gainsight, Salesforce, or similar platforms (nice to have).
Self-motivated and proactive, with the ability to work independently and manage ambiguity effectively.
Demonstrated fluency in English (both written and verbal). Knowledge of French, German, or Arabic would be an advantageous addition, providing added value to our international team.

Customer Success Manager

Key skills