Customer Success Manager

Customer Success Manager

Remote Type

Hybrid

Location

Raleigh, NC, United States

Job Category

Customer Success

Job Summary

We are Progress (Nasdaq: PRGS) - the trusted provider of software that enables our customers to develop, deploy and manage responsible, AI-powered applications and experiences with agility and ease. We value diversity and varied perspectives. This is a hybrid role based in Raleigh, NC (no relocation packages). As a Customer Success Manager, you will:

• Work proactively with Progress Software strategic Enterprise Customers and/or Partners as their primary point of contact.
• Help customers realize value through successful onboarding, adoption of products, and future growth.
• Increase revenue, decrease churn, improve customer retention, foster positive customer experience, and ensure satisfaction.

In this role, you will:

• Act as trusted advisor for customers; develop relationships with key stakeholders.
• Coordinate complex escalations; manage internal/external stakeholders; understand technical complexities and business impact.
• Lead customers through post-sales journey focusing on product adoption and business goals.
• Proactively engage customers to drive adoption, identify expansion/add-on opportunities; maintain pulse on accounts.
• Ensure successful onboarding/implementation of new products/releases; coordinate related activities.
• Explain complex technical concepts to all organizational levels.
• Understand customer business challenges; craft and drive solutions to meet them.
• Coordinate/facilitate demos, workshops, training sessions on current/future product features based on best practices.
• Maintain repository of critical customer info/feedback for product improvement; communicate with product, support, marketing, sales teams.
• Hold quarterly internal account reviews discussing product status, challenges, future adoption.
• Review/report monthly on progress from review sessions including outstanding/additional items.
• Maintain clear records of business cases to maximize renewal/upsell rates and smooth renewal process.
• Monitor customer health; rank customers by likelihood to upgrade; track product adoption by features used.
• Conduct site visits as needed; build strong relationships with key stakeholders/executives to grow revenue and satisfaction.
• Assist in maintaining industry-leading customer satisfaction by proactively meeting needs and addressing concerns early.
• Support Account Management in maximizing revenue via renewals and upsells/cross-sells.
• Collaborate closely with Account Manager to help close additional sales by identifying licensing increase opportunities.

Your background:

• Proven client-facing experience (support, sales, account management, customer success) driving initiatives independently/collaboratively to improve satisfaction.
• Knowledge/confidence articulating database/data platform technologies (relational databases, metadata, indexing, search & graph tech like RDF/SPARQL).
• Ability to build/maintain strong collaborative relationships across technical resources and senior executives.
• Accurate record keeping in CRM (Salesforce preferred).
• Experience with technology integrations facilitating communication between services, engineering & business teams.
• Strong communication/listening/presentation/meeting facilitation skills for all customer levels including senior executives.
• Business acumen understanding customer goals/objectives; assess risks; make informed decisions; provide innovative solutions.
• Ability to lead cross-functionally in fast-paced environment managing complex escalations/problems with customer-centric approach.
• Excellent organizational/project management/multi-task/time management skills.
• High integrity, initiative, energy, empathy & motivation; resourceful/adaptable/goal-oriented/willing to tackle challenges.
• Ability to influence development activities.
• Working knowledge of other Progress Software products is a plus.
• Travel requirement: 10% as needed.

Base Salary Range: $96,400 - $119,082 plus commission plan eligibility. What we offer:

• Medical/dental/vision/life & disability/financial benefits including 401(k), tuition reimbursement program and additional voluntary benefits (illness/hospital indemnity, identity theft protection, auto/home insurance, legal & pet insurance).
• Competitive salary & commission plus Employee Stock Purchase Program (27-month lookback).
• Flexible paid vacation time including birthday off and company holidays; various leave plans including parental leave.
• Employee Assistance Program (EAP) focusing on physical/mental/financial health.

LI-hybrid