Decisions
Technology
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Success Manager at Decisions. Skills: Customer success, Account management, Business outcomes. Build strategic relationships with decision-makers. Build strategic relationships with influencers”
What You'll Achieve.
Customer retention rate; Customer churn rate; Expansion goals; Customer advocates; Customer references; Multithreaded account profiles; Customer value attainment; Customer health
Industry & Context.
Solve problems; Meet goals creatively
What They're Looking For.
Must Have
Three to five years of experience in customer success, Three to five years of experience in account management, Three to five years of experience in sales, Three to five years of experience in service/support, Experience managing a book of customer relationships, Proven ability to drive alignment within customer environments, Experience driving customers toward desired business outcomes, Experience building collaborative relationships internally
Nice to Have
Master’s degree/MBA or equivalent is a plus
What You'll Do.
Build strategic relationships with decision-makers
Build strategic relationships with influencers
Build strategic relationships with key stakeholders
Identify new opportunities where solution adds value
Engage with customer on Quarterly Business Reviews
Drive product adoption and success
Deliver on economic performance measures
Deliver on customer centric performance measures
Understand customer’s overall use of products
Understand customer’s overall use of services
Understand customer’s overall use of education
Understand customer’s overall use of support services
Capture customer’s business priorities
Capture customer’s overall technology landscape
Capture customer’s organization
Drive positive business outcomes through joint customer success
Monitor customer health
Manage potential risks
Act as internal advocate between customers and business
Ensure appropriate resources are engaged
Address obstacles impeding product adoption
Address obstacles impeding service adoption
Provide proactive onboarding support
Ensure positive customer experience
Expedite time to first value
Identify customer case studies
Recruit potential advocates to serve as references
Facilitate introductions to appropriate program team
Leverage customer health data to identify expansion opportunities
Leverage customer health data to identify churn risks
Leverage customer health data to identify impacts on
Leverage customer health data to identify impacts on
Drive renewal readiness efforts
Align account teams by documenting licensed executive sponsors
Align account teams by documenting champions
Align account teams by documenting retention group outcomes
Align account teams by documenting retention group adoption
Identify renewal risk
Maintain customer renewal rate
Understand adoption of licensed products
Understand adoption of licensed services
Understand relevance of licensed products
Understand relevance of licensed services
Ensure internal stakeholders are aware of limitations to
Ensure internal stakeholders are aware of risks to
Coordinate adoption-enhancing activities
Mitigate identified risk
Build working relationships with colleagues in sales
Build working relationships with colleagues in customer marketing
Build working relationships with colleagues in services
Build working relationships with colleagues in support
Build working relationships with colleagues in operations
Build working relationships with colleagues in product development
Build working relationships with colleagues in product marketing
Cultivate cooperation in customer activities
How You'll Work.
Team & Collaboration
Internal stakeholders; Sales; Customer marketing; Services; Support; Operations; Product development; Product marketing
Communication Scope
Communicate effectively at all levels; Senior management communication; Technical personnel communication; Presentation skills
Full Job Description
Customer Success Manager Decisions is a fast-growing, private-equity-backed technology company that provides an integrated workflow and rules platform for business process automation (BPA). Trusted by top Fortune 500 firms and SMBs worldwide, Decisions empowers diverse industries around the globe to streamline and improve their processes, enhancing efficiency and yielding results, regardless of technical expertise. This no-code automation platform seamlessly integrates AI tools, rules engines, and workflow management, enabling the transformation of customer experiences, modernization of legacy systems, and the achievement of automation goals three times faster than traditional software development. The Customer Success Manager is responsible for proactively and prescriptively driving customer post sale activities to ensure customers receive maximum value from their purchases. This role acts as an advocate and consultant, leveraging account and industry knowledge to drive growth. The Customer Success Manager orchestrates an organization’s capability to deliver an appropriate and integrated customer experience and executes programs to drive adoption and positive business outcomes, ensuring retention, expansion, and customer loyalty. The Customer Success Manager is responsible for proactively and prescriptively driving customer post sale activities to ensure customers receive maximum value from their purchases. This role acts as an advocate and consultant, leveraging account and industry knowledge to drive growth. The Customer Success Manager orchestrates an organization’s capability to deliver an appropriate and integrated customer experience and executes programs to drive adoption and positive business outcomes, ensuring retention, expansion, and customer loyalty. Roles/Responsibilities: Proactively build strategic relationships with decision-makers, influencers, and key stakeholders and identify new opportunities where the solution will add value. Engage with custom
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