Manage a portfolio of customers to drive greater business value and ensure our customer investments are being optimally leveraged
Act as a strategic partner with insights into customer objectives and driving product adoption by aligning Progress's features and functionality with customers' overall business needs
Ability to understand and identify Progress services and offerings and how they help meet customer’s objectives leading to upsell opportunities
Acting as a liaison between product management and the customer with a focus on communicating the Progress Roadmap and how this will influence customer activities
Collaborating cross functionally with account team members to create a seamless & optimal customer experience
Lead customer meetings, QBR's, facilitate strategic business reviews when required
Implement comprehensive engagement and communication strategies to maintain high customer satisfaction and minimize churn
Develop metrics, processes, and best practices to optimize customer value and satisfaction
Serve as the primary interface for managing and resolving critical situations within accounts

3+ years in Customer Success, with a proven ability to manage relationships in complex organizations, including Fortune 500 and Global 2000 customers
Bachelor’s degree or equivalent work experience
Demonstrated experience in customer management within a software or SaaS environment, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels
Experience with both Gainsight and Salesforce are required
Strong verbal and written communication skills, including the ability to chair meetings with executive leadership
Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services and Product Management)
Certifications in customer success, project management, or related fields are a plus
Ability to travel up to 20%

Medical, dental, vision, life & disability, and financial benefits (including 401(k) retirement savings plan)
Tuition Reimbursement program
Additional voluntary benefits including crucial illness/hospital indemnity, identity theft protection, auto & home insurance, legal, and pet insurance
Competitive salary, uncapped commission, and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback
Flexible paid vacation time, paid day off for your birthday, and company holidays
A variety of leave plans, including Parental Leave
Employee Assistance Program (EAP) and an employee well-being program focusing on physical, mental, and financial health

Customer Success Manager – Chef Products

Key skills