Customer Success Manager, Vice President

Elevate the customer journey by translating product insights into lasting relationships and harness your expertise in proactive collaborations, onboarding, and product evolution.

As a Customer Success Manager within our newly established Employee Experience Organization, you will be instrumental in cultivating a positive workplace environment. Your role will involve facilitating a supportive, collaborative culture that reflects our deep appreciation for our employees. You will be responsible for developing and maintaining customer relationships, ensuring our product value propositions are effectively realized. By building and maintaining strong relationships with our customers, you will understand their unique needs and goals, becoming a vital member of our team. Through these engagements, you will play a key role in bringing a unified employee experience to life. 

Job responsibilities 

• Drives product adoption, expansion, and retention activities to maintain a healthy customer base
• Conducts regular and proactive account meetings to share best practices, provides use case demonstrations to illustrate key product functionality, communicates future releases, and gathers feedback on the impact the product and its features have on our customers’ business needs
• Guides customers through the onboarding process and sets up the product according to customer requirements, leveraging a deep understanding of our products and their capabilities, including new features and other enhancements
• Tracks key success metrics and provides data and feedback to the Product team to inform new features and priorities
• Coordinate product communications for adoption. 
• Assist in preparing materials for monthly, quarterly and annual reviews in relation to product adoption
• Create opportunities for Customer Feedback sessions and engagement loops back to product teams
• Support the adoption lifecycle program
• Monitors the adoption journey of customers and maintains targeting milestones for rollout 
• Respect, value and promote diversity and inclusion of ideas, people, and ways of working 

Required qualifications, capabilities, and skills 

• 5 years of experience or equivalent expertise in customer success roles in product or technology
• Demonstrated ability to influence product adoption and customer retention
• Excellent communication and interpersonal skills with the ability to effectively engage and influence stakeholders across all levels
• Proven ability to learn new technologies and teach it to others
• Knowledgeable of “build, measure, learn’ methodology of developing products
• Experience in driving change within organizations and managing stakeholders across multiple functions

Preferred qualifications, capabilities, and skills 

• Experience in a business to business (B2B) environment or as a colleague in a customer environment
• Proficient knowledge of “build, measure, learn” methodology of developing products
• Experience with Design systems and front-end technologies
• Experience working with multi-level management and groups