Lead Customer Success Manager

Inspectorio is hiring a Lead Customer Success Manager to serve as a trusted business partner and technical liaison for its largest enterprise customers. The role leads customer onboarding, platform implementations, business analysis, technical issue resolution, and initiatives that improve customer satisfaction, ROI, and recurring revenue.

Responsibilities:

• Managing and measuring IT project milestones and successes, including customer onboarding, workflow deployments, module expansions, and digital transformation initiatives, resulting in increased customer satisfaction, return-on-investment (ROI), and annual recurring revenue
• Establishing processes and frameworks to ensure efficient and effective team operations, ensuring adherence to budget, scope, and schedule
• Conferring with project personnel, including a customer success associate, to identify, troubleshoot, and resolve technical or operational problems
• Conducting business analysis on process mapping and advising customers on IT products/platform configurations
• Driving business development efforts by forecasting accurately, identifying product-market fit opportunities, and leading customers through the full impact journey supported by the Company’s platform
• Configuring and operationalizing technical platform components, including user roles, permissions, automation rules, workflows, item-level attributes, data-validation logic, quality-program parameters, and integrations to align with customer requirements and business rules
• Managing enterprise implementations across multiple modules, including Sight, Risk, Traceability, Lab Testing, and Production Monitoring
• Ensuring interoperability and data consistency across modules during deployment
• Serving as the primary technical escalation point, translating customer business requirements into detailed functional and technical specifications, collaborating with engineering and data-science teams to investigate system behavior, and supporting resolution of complex system issues
• Defining changes in IT contracts, subscription agreements, non-disclosure agreements, and similar contract riders
• Overseeing system testing and validation activities, including data audits, configuration reviews, and user acceptance testing (UAT), to ensure accurate execution of customer programs and compliance processes

Requirements:

• This position requires a Bachelor's degree or equivalent in Business Administration, Economics, or a related field and two (2) years of experience in a related occupation
• Managing and measuring success of information technology projects, including return-on-investment (ROI)
• Driving business development efforts for information technology products, using Salesforce, B2B, and SaaS
• Defining changes in IT contracts, subscription agreements, non-disclosure agreements, and similar contract riders
• Conducting business analysis on process mapping and advising customers on IT products/platform configurations
• Utilizing the following tools and technologies: Hubspot, Totango, Jira, Confluence, Asana, Miro, Figma, BigQuery, and Google Cloud Platform