Customer Lifecycle Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Take charge of the complete onboarding process for new customers in North America, overseeing kickoff, implementation, and go-live phases.

• Act as the main point of contact for service, delivery, and support for the current North American customer base.

• Address issues and collaborate with Support, Product, and Engineering teams to ensure resolution.

• Develop and manage processes for renewals, adoption, and health tracking.

• Identify risks early and uncover expansion opportunities within the portfolio.

• Collaborate with Sales, Marketing, and Product leadership to convert customer feedback and lifecycle data into scalable playbooks.

• Leverage AI tools to test, automate, and enhance work processes.

• Retain and expand the North American business portfolio.

⛳️ Requirements

• Over 5 years of experience in customer success, account management, implementation, or service delivery, preferably in a SaaS or technology-enabled service environment.

• Proven history of managing post-sale customer relationships, encompassing onboarding, adoption, renewals, and escalation management.

• Demonstrated measurable retention and growth results.

• Proficient with CRM and customer success tools, such as Salesforce, Gainsight, or similar platforms.

• Comfort in working across various functions, including Support, Product, and Engineering.

• Proficient in English.

• Residing in or near the Midwest or Eastern United States.

• Willingness to travel to customer sites and CM.com’s headquarters in Breda, NL as required.

• Engaged in active experimentation with emerging AI models and products.

🏝️ Benefits

• An exclusive 3-day Global Onboarding program at our Headquarters in the Netherlands.

• A competitive base salary complemented by performance-driven incentives.

• A comprehensive benefits package, which includes health, dental, and vision insurance.

• Opportunities for professional advancement and development in a dynamic, innovative setting.

• A collaborative and inclusive company culture that appreciates diversity and creativity.