Customer Success Manager

WonderBotz is a company focused on enhancing customer experiences through effective product management. The Customer Success Manager will be responsible for ensuring customer satisfaction, managing post-sales strategies, and building strong client relationships to drive value and reduce churn rates.

Responsibilities:

• Post-Sales Strategy: Own the customer’s overall adoption strategy, building & maintaining the customer’s comprehensive value delivery plan to achieve the stated objective
• Post-Sales Account Management: Own, lead & orchestrate end-to-end adoption delivery, from planning to realization, coordinating across the various internal and external workstreams to ensure timely and successful implementation of automation solutions
• Value Fluency & Management: Understand and advise the customer on how best to define, deliver & realize value that aligns with their stated objectives
• Operational Excellence: Develop and maintain workstream plans, timelines, and deliverables, and ensure adherence to success milestones
• Client Engagement: Serve as the primary point of contact for clients, building and nurturing strong relationships. Understand client needs and requirements, collaborate with cross-functional teams to tailor success strategies accordingly
• Executive Client Relationship Management: Cultivate and sustain strategic relationships with key clients, becoming a trusted advisor on automation strategies
• Collaborate closely with clients to understand their strategic goals and tailor automation solutions to maximize business impact
• Operational & Technical Expertise: Possess an understanding of automation technologies and the operational, technical & change management best practices required to execute successfully and drive transformation
• Innovation and Thought Leadership: Stay abreast of industry trends, emerging technologies, and best practices in automation. Contribute to the development of thought leadership content and share insights with clients to drive innovation
• Team Collaboration: Collaborate with internal technical teams, sales teams, and other stakeholders to ensure a unified, customer-centric approach

Requirements:

• Experience as a CSM or in a similar customer-facing role
• Prior cybersecurity experience required; technical experience in threat intelligence preferred
• Excellent oral presentation and customer interaction skills
• Technical and troubleshooting skills in at least one software application or technology
• Proven track record of Technical Account Management or relevant experience
• Experience in managing multiple stakeholders and projects
• Customer-oriented, attentive listener
• Critical thinker and problem solver
• Team player with good time-management skills
• Strong interpersonal and communication skills
• Experience with sales software such as Salesforce, Churn Zero, or other CSM tools
• Self-motivated, able to take the initiative with minimal need for supervision
• Effective communication skills for technical and non-technical audiences
• Highly motivated, organized, and methodical, but can handle change in stride
• Analytical and proven problem-solving skills
• High emotional IQ
• Excellent organizational and time management skills
• Demonstrated willingness to dive into the details to guide projects to completion
• Team orientation rather than an individual contributor
• Insatiable work ethic