Lead Customer Success Manager

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

📋 Description

• Serve as a reliable business partner and technical liaison for the Company’s key enterprise clients.

• Oversee and evaluate IT project milestones and achievements, covering customer onboarding, workflow implementations, module expansions, and digital transformation projects.

• Create processes and frameworks that ensure efficient and effective team operations while adhering to budget, scope, and timelines.

• Collaborate with project staff to identify, troubleshoot, and resolve technical or operational challenges.

• Perform business analysis on process mapping and provide guidance to customers regarding IT product/platform configurations.

• Propel business development initiatives by forecasting, recognizing product-market fit opportunities, and guiding customers through the platform’s impact journey.

• Set up and operationalize technical platform elements, including roles, permissions, automation rules, workflows, attributes, validation logic, quality-program parameters, and integrations.

• Manage enterprise implementations across Sight, Risk, Traceability, Lab Testing, and Production Monitoring modules.

• Ensure seamless interoperability and data consistency across modules.

• Act as the main technical escalation point and translate client requirements into functional and technical specifications.

• Partner with engineering and data science teams to explore system behavior and resolve complex system challenges.

• Define modifications in IT contracts, subscription agreements, non-disclosure agreements, and similar contractual riders.

• Supervise system testing and validation, including data audits, configuration assessments, and User Acceptance Testing (UAT).

⛳️ Requirements

• Bachelor’s degree or equivalent in Business Administration, Economics, or a related discipline.

• Two (2) years of experience in a related field.

• 24 months of experience in managing and measuring the success of information technology projects, including Return on Investment (ROI).

• 24 months of experience in driving business development initiatives for IT products utilizing Salesforce, B2B, and SaaS.

• 24 months of experience in defining changes in IT contracts, subscription agreements, non-disclosure agreements, and similar contractual riders.

• 24 months of experience in conducting business analysis on process mapping and advising clients on IT products/platform configurations.

• 24 months of experience with Hubspot, Totango, Jira, Confluence, Asana, Miro, Figma, BigQuery, and Google Cloud Platform.

• Experience may be obtained concurrently.

• Ability to work remotely from anywhere in the US.

• Willingness to travel up to 25% annually within the U.S. and Canada.

🏝️ Benefits

• Health, dental, and vision insurance.

• 401(k) retirement plan.

• Commuting benefits.

• Employee referral bonuses.

• Unlimited annual leave.

• Flexible working arrangements.

• Project ownership opportunities.

• Personal and professional growth.

• Remote work and company/team events at hubs.