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The Customer Success Manager (CSM) is the primary advocate for our customers, ensuring they achieve their desired outcomes while maximizing the value of DeltaXignia solutions and services. The CSM builds strong relationships with clients, drives adoption, and identifies opportunities for growth and retention, making them an essential part of the post-sales experience. This position is key for DeltaXignia, managing a significant value annual reoccurring revenue (ARR), engaging with a broad range of customers from large blue-chip accounts to SME’s across the globe.
Key Responsibilities:
Customer Onboarding:
* Guide new customers through the onboarding process to ensure a smooth transition.
* Provide training and resources to help customers understand and utilize our solutions and services effectively.
Customer Relationship Management:
* Build and maintain strong, long-lasting relationships with customers.
* Act as the main point of contact for assigned accounts, own customer invoicing and related outreach, addressing their needs and concerns.
Adoption & Engagement:
* Drive solutions and services adoption by helping customers leverage features that align with their goals.
* Proactively identify potential challenges and work with customers to resolve them. Drive projects and provide project management support to progress key Proof of Concept (PoC) trials.
Customer Advocacy:
* Serve as the voice of the customer, providing feedback to internal teams to improve the product and customer experience.
* Collaborate with sales, engineering, and support teams to ensure customer satisfaction, or equivalent
Retention & Renewal:
* Monitor customer health metrics to identify at-risk accounts and develop strategies to improve retention.
* Drive installed based strategies for engagement and version upgrade to drive standardisation where possible.
* Manage contract renewals and identify upsell and cross-sell opportunities for licenses and services.
Performance Monitoring & Reporting:
* Track customer success metrics such as Net Promoter Score (NPS), customer satisfaction, and solution usage/use cases.
* Provide regular updates to leadership on customer health, account performance, potential upsell opportunities and overall installed base growth.
Problem Resolution:
* Act quickly to address customer concerns, escalating issues to appropriate teams when necessary.
* Ensure timely and satisfactory resolution of technical and operational challenges.
* Liaise with the Support team on open cases and ensure regular updates to customers and internally.
Key Skills & Qualifications:
* Education: Bachelor’s degree in Software Engineering, Business, Communications, or a related field or equivalent experience.
* Experience:
* Proven experience in customer success, account management, or a similar customer-facing role.
* Experience working with software or technology products.
* Project Management and Service delivery experience a major plus.
Technical Skills:
* Familiarity with content and data management systems and tools, customer pain points and solution use cases.
* Ability to understand and map customer’s target workflows at a high level to communicate potential use of DeltaXignia solutions to solve customer pain points.
* Proficiency in CRM tools (e.g., ZOHO, Dynamics) and customer success platforms.
* Familiarity with data analytics tools to track and report customer success metrics.
Soft Skills:
* Exceptional communication and interpersonal skills.
* Strong problem-solving abilities and a customer-first mindset.
* Ability to manage multiple accounts and prioritize tasks effectively.
* Competitive salary with on-target earning element (OTE) to reward business impact.
* Employee-owned business with annual bonuses from profits.
* Company pension & private medical insurance.
* Flexible work hours, and hybrid working. Casual dress.
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