Customer Success Manager

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

📋 Description

• Take charge of the customer journey after implementation, encompassing onboarding readiness, adoption, health monitoring, retention, renewal, and value realization.

• Oversee onboarding and post-launch initiatives that include stakeholder alignment, success planning, enablement, tracking adoption milestones, and transitioning to steady-state operations.

• Develop success plans that align business objectives with measurable outcomes, milestones, risks, dependencies, and product capabilities.

• Provide guidance to customers on CLM best practices across areas such as intake, authoring, review, approvals, execution, repository management, obligations, reporting, and governance.

• Foster adoption, track health and engagement metrics, and orchestrate recovery plans in response to potential risks.

• Conduct customer health assessments, executive business reviews, and strategic sessions to communicate progress, value, risks, recommendations, and subsequent steps.

• Assist with change management, governance, stakeholder preparedness, and long-term adoption sustainability.

• Collaborate with Account Management on renewal and expansion efforts by documenting outcomes and nurturing relationships with key decision-makers.

• Work with Professional Services, Technical Account Management, Support, Product, Sales, and Marketing to ensure positive customer outcomes.

• Act as the customer advocate and enhance Malbek’s success playbooks, templates, health models, and scalable programs.

• Ensure customers reach steady-state adoption, realize measurable business value, establish clear governance, and build successful long-term partnerships.

⛳️ Requirements

• A minimum of 5 years in Customer Success, Professional Services, SaaS Implementation, Strategic Account Management, or a comparable B2B SaaS customer-facing role.

• Proven experience in leading enterprise onboarding, implementation transitions, post-launch adoption, and value realization for intricate SaaS solutions.

• Practical experience with CLM or significant exposure to legal, procurement, sourcing, commercial operations, or contract-driven processes.

• Strong understanding of the SaaS customer lifecycle, covering adoption, optimization, risk management, retention, renewal, and expansion.

• Capability to lead strategic discussions with executive, business, administrative, and technical stakeholders.

• Experience in creating success plans, adoption strategies, governance models, executive reviews, and risk mitigation strategies.

• Broad knowledge of APIs and enterprise integrations, including data flows, authentication, webhooks, dependencies, and common SaaS integration patterns.

• Experience in supporting adoption, identifying use cases, responsible enablement, governance, or value realization for AI-enabled software.

• Exceptional communication, presentation, facilitation, analytical, and executive stakeholder management skills.

• Ability to handle multiple enterprise engagements and coordinate cross-functional dependencies in a dynamic environment.

• Preferred: Experience with CLM or related technologies in legal, procurement, CRM, ERP, document management, identity, or workflow systems.

• Preferred: Knowledge of contract management, legal operations, procurement, sourcing, compliance, or commercial operations.

• Preferred: Experience collaborating with implementation, architecture, technical account, integration, or product teams.

• Preferred: Familiarity with tools such as Planhat, Gainsight, Zendesk, Jira, or Azure DevOps.

• Preferred: Strong skills in Microsoft Office and experience in creating materials suitable for executive presentations.

• Experience supporting Life Sciences or other highly regulated industries is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and flexible working hours.

• Opportunities for professional development and growth.

• Supportive and inclusive company culture.