Customer Success Manager – Stratumn

Sia is a next-generation, global management consulting group born digital, augmented by data, enhanced by creativity, and driven by responsibility. We partner with clients to resolve challenges and capitalize on opportunities. We believe that in today’s world of change and disruption, optimism is a force multiplier. 

Stratumn is an innovative web application leveraging blockchain technology to make the critical processes of large enterprises more reliable, simple, and efficient. Our SaaS platform, Trace, places end-to-end process traceability at the heart of Business Process Management. While it delivers a simple and powerful interface for end users, the product is highly configurable and allows organizations to monitor, execute, and automate their most critical business processes. 

Role Overview 

The Customer Success Manager (CSM) is responsible for ensuring the successful implementation, adoption, and long-term satisfaction of Stratumn customers. Acting as a trusted advisor, the CSM sits at the intersection of client stakeholders, Stratumn’s Solution Engineering teams, and Product/Engineering teams. 

This role requires strong communication skills, a professional level of English, the ability to operate comfortably in a technical environment, and the capacity to translate customer needs into actionable insights for internal teams. 

Key Responsibilities 

1. Customer Success & Relationship Management 

- Build strong, long-term relationships with customer teams. 

- Lead Customer Success Reviews and Steering Committees. 

- Serve as the voice of the customer within Stratumn. 

- Ensure customers fully understand Stratumn’s capabilities and best practices. 

2. Coordination with Solution Engineers 

- Collaborate daily with Solution Engineers to ensure complete and accurate configuration. 

- Translate customer requirements into functional specifications. 

- Support the review of process configuration and participate in troubleshooting. 

- Coordinate technical integration between client systems and Stratumn APIs. 

3. Project Management & Delivery 

- Lead and coordinate implementation phases to meet project milestones. 

- Explain data flows, process flows, and solution architecture to customers. 

- Conduct or coordinate testing activities and ensure resolution of issues. 

- Document project scope, customer requirements, and Customer Success plans. 

4. Post-Implementation Success 

- Support customers during transition to production. 

- Promote best practices and identify opportunities for increased adoption. 

- Monitor solution usage and drive continuous improvement. 

5. Internal Collaboration & Continuous Improvement 

- Work closely with Product teams to communicate customer needs and propose improvements. 

- Share best practices with internal teams and partners. 

- Contribute to tools or processes that improve customer autonomy. 

Required Skills & Experience 

- Experience in Customer Success, Project Management, Business Analysis, or SaaS delivery. 

- Strong understanding of business application deployment cycles. 

- Ability to collaborate with technical teams and understand technical concepts. 

- Strong analytical and communication skills in English. 

- Experience documenting processes and project deliverables. 

- Ability to work autonomously with strong problem-solving skills. 

Nice-to-Have 

- Familiarity with REST APIs, integration middleware, or cloud architectures. 

- Experience working with product, marketing, design, or engineering teams. 

What We Offer: 

• Opportunity to lead cutting-edge AI projects in a global consulting environment. 

• Lead transformative AI initiatives within a global consulting environment. 

• Collaborative, high-energy culture with diverse, cross-functional teams. 

Sia is an equal opportunity employer. All aspects of employment, including hiring, promotion, remuneration, or discipline, are based solely on performance, competence, conduct, or business needs.