Customer Success Manager

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

📋 Description

• Assist both new and existing customers in maximizing the value obtained from Hyland's products and services.

• Take ownership of the customer journey post-implementation.

• Cultivate robust relationships with customers and partners.

• Ensure product adoption and maintain stability.

• Minimize customer risk while creating opportunities for growth.

• Serve as the primary point of contact and trusted advisor throughout the customer lifecycle.

• Comprehend customer business objectives and design Success Plans with clearly defined monthly-reviewed goals.

• Drive retention and growth from the time of contract signing through renewal and expansion phases.

• Formulate and execute Save Plans in collaboration with account and leadership teams to reduce churn and protect ARR.

• Create and deliver business reviews involving internal departments.

• Represent the customer's voice in marketing, sales, and product strategy discussions.

• Advocate for customer feature priorities and feedback within the product team.

• Develop customer advocates through references and success stories.

• Collaborate with Customer Care and Technical Account Management on critical escalations.

• Keep leadership updated and fulfill customer commitments.

• Aid in resolving client issues and guide team members as necessary.

• Influence, motivate, and mobilize business partners to ensure customer success.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• At least 1 year of experience in a Customer Success Manager role.

• Proven experience in managing or participating in projects.

• Strong oral and written communication skills.

• Professional demeanor with the ability to engage with discretion and tact at all levels of the organization.

• Excellent organizational, multitasking, and time management abilities.

• Capability to excel in a fast-paced, deadline-oriented environment.

• Competence in managing projects to completion with oversight.

• Strong interpersonal and collaboration skills.

• Ability to influence, motivate, and mobilize team members and business partners.

• Proficiency in handling sensitive information with discretion and tact.

• Solid understanding of business and technology.

• Ability to translate goals into innovative ideas and design effective solutions.

• Willingness to travel up to 25% of the time.

• Skill in establishing rapport, gaining trust, and fostering strong customer relationships.

• Familiarity with company software and technology.

• Capability to assist customers in deriving value from Hyland's solutions and product ecosystem.

• Ability to represent the voice of the customer effectively.

• Self-motivated with a proactive approach.

• Experience in cross-functional collaboration with product, sales, marketing, and technical teams.

🏝️ Benefits

• Resources for career development.

• Programs promoting wellbeing.

• Practices fostering innovation.

• An inclusive workplace culture.

• Employee initiatives and community engagement campaigns.