Technology and Innovation - Customer Success Manager

About the role

As a Customer Success Manager (CSM) focused on Organizational Change Management (OCM), you will be integral to driving customer adoption, ensuring satisfaction, and fostering continuous product innovation. Working within the IT product management team, you will collaborate closely with customers to understand their unique challenges and needs. You will help implement tailored change management strategies to facilitate smooth transitions to new processes, technologies, and tools, ensuring that customers are set up for long-term success.

Who You Are:

• A customer-centric professional with expertise in managing relationships and ensuring customer success.
• Experienced in Organizational Change Management, capable of designing and executing plans to guide customers through transitions.
• A proactive problem-solver who can identify customer needs and address challenges efficiently
• A strong communicator, skilled in training, facilitating workshops, and providing ongoing support.
• Passionate about gathering customer feedback and leveraging insights to drive product improvement.

What You’ll Do:

• Build and Maintain Relationships: Foster strong, long-lasting relationships with key stakeholders within customer organizations.
• Proactively Address Needs: Identify customer needs, address issues promptly, and ensure customer satisfaction.
• Conduct Business Reviews: Regularly assess customer health, conduct business reviews, and uncover opportunities for improvement.
• OCM Plan Development: Create and execute comprehensive Organizational Change Management plans, including communication strategies, training programs, and resistance management tactics.
• Impact Assessment: Evaluate the impact of change on customer organizations, developing strategies to mitigate risks and maximize benefits.
• Training and Education: Develop and update training modules, and conduct training sessions/workshops to help customers adapt to new processes, tools, and technologies.
• Ongoing Support: Provide continuous support and guidance to customers throughout the change process.
• Customer Feedback: Host regular office hours to gather customer feedback on product features, usability, and the overall experience, sharing insights with the product management team.

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About Riveron:

Riveron, a business advisory firm backed by Kohlberg & Company, has recently acquired Yantra.

At Riveron, we partner with clients—from global multinationals to high-growth private entities—to solve complex finance challenges, guided by our DELTA values: Drive, Excellence, Leadership, Teamwork, and Accountability. Our entrepreneurial culture thrives on collaboration, diverse perspectives, and delivering exceptional outcomes. We are committed to fostering growth, both for our clients and our people, through mentorship, integrity, and a client-centric approach. This inclusive environment offers flexibility, progressive benefits, and meaningful opportunities for impactful work that supports well-being in and out of the office.

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Riveron Consulting is an Equal Opportunity Employer and believes that we are stronger together through our diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.

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