Customer Success Manager

Overview:

Propylon’s Customer Success Managers are responsible for understanding and delivering according to our customers’ needs, ensuring excellent customer experience, fostering long-term loyalty, and ensuring they get the most value from our products and services. You will be crucial in helping us build strong, lasting relationships with our clients/customers. The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills.

This is a fantastic opportunity for a results-driven, customer-centric individual to work directly with our clients on complex mission-critical projects. This is a hands on role and would suit somebody from a technical background that wants to grow their management and commercial skills.

About Propylon:

Propylon has been listed as one of the best “Great Places To Work” every time we applied for the accolade in 2016, 2018, 2020, 2022 and 2024. As such, we are proud to offer competitive salaries, excellent training, and opportunities to help you reach your full potential and develop in your career.

This is a full-time role; we're looking for someone based in Columbia, South Carolina, to work with existing client projects. The role will be on-site client-facing with work-from-home flexibility.

Responsibilities:

• Managing and growing relationships with key customers, acting as their primary point of contact.
• Deliver client implementations of our software product, ensuring precise control over project scope, costs, quality and customer adoption and satisfaction.
• Produce, manage and coordinate all relevant project documentation.
• Provide comprehensive risk and issue management
• Engaging proactively with customers to understand their goals and challenges and offering solutions that align with their needs.
• Ensuring high customer retention and satisfaction levels by delivering exceptional service and support.
• Gathering customer feedback and communicating product improvement suggestions to the Product team.
• Collaborating with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services.
• Developing and executing customer success strategies that drive product adoption and maximise customer value.
• Monitoring customer health metrics, tracking success KPIs, and regularly reporting on customer outcomes to leadership.
• Advocating for the customer within the organisation to ensure their needs are prioritised.
• Identify upselling and cross-selling opportunities to expand customer use of the company’s products and services.
• Serve as the liaison between customers and internal teams, such as product development, sales, and support.
• Manage customer escalations and ensure issues are resolved quickly and effectively.

Skills, Knowledge and Attributes Required:

• Strong interpersonal and communication skills, with an ability to build relationships at all corporate levels, including representing the company in a client facing role.
• Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.
• Strong organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
• Solid negotiation skills to handle complex customer accounts.
• Ability to analyse customer data and usage trends to identify areas of improvement
• Understanding of product management and its impact on customer experience.
• Proven ability to manage and deliver enterprise IT projects to agreed scope, schedule and budget.
• Proven ability to lead.
• Excellent business acumen and technology skills.
• Strong experience in software development methodologies with the ability to drive quality processes and ensure that quality standards are adhered to.
• Available to travel as per business needs.

Education & Experience:

• 2/3 years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles.
• Degree in IT or Business related field or equivalent experience.
• Experience in managing customer success programs, customer retention, and upselling strategies.
• 2/3 years in a (software development) project management role is desirable.
• Professional project management certification, e.g. PMI, PRINCE, is desirable.

Propylon is an equal opportunities employer; positions are open to all suitably qualified candidates, regardless of gender, civil or family status, sexual orientation, religious belief, age, disability, race or membership of a minority community.