Customer Success Manager

In this role you can expect to:

• Engage proactively with a portfolio of named accounts to understand evolving needs, business goals, and challenges, and align solutions using our products and services.
• Build and nurture strong relationships with key stakeholders to foster trust and become a trusted advisor.
• Conduct bi-annual executive business reviews to confirm strategic alignment, review joint roadmaps, and track progress toward shared goals.
• Drive product adoption and value realization post-implementation by delivering training, resources, and best practices; create and maintain customer success plans.
• Monitor customer engagement and usage data to identify risks, resolve issues in collaboration with internal teams, and recommend product enhancements.
• Identify and cultivate upsell opportunities for new products and expansion within the existing customer base, collaborating closely with Sales and Product teams to exceed expansion revenue goals.
• Drive renewal strategies by articulating the value, modules, and products to key stakeholders and executive sponsors.
• Advocate for the customer internally, influencing product development and strategic decisions to enhance the overall customer experience.

To be successful in this role you bring:

• 5+ years of experience as a Customer Success Manager in SaaS or enterprise software.
• Knowledge and experience with Quality Management System (QMS) software and tools (e.g., electronic QMS, LMS, validated systems).
• Proven ability to guide customers through the adoption and value realization of QMS software platforms.
• Experience communicating and presenting to executive-level customers.
• Solid problem-solving skills, critical thinking, and a proactive, customer-focused approach.
• Strong organizational and time management skills, capable of handling multiple customer accounts and priorities.