Account & Relationship Management (Sales) The Sr. Customer Success Manager (CSM) plays a pivotal role within our organization, empowering our customers to transform how they work. Our focus on customer success is to retain and grow, delight, and deliver value for our customers. CSMs act as customer champions and operate with the customer's best interests and business drivers in mind to achieve business goals. They build and nurture strong relationships both internally and externally and proactively plan and execute internal and external initiatives to help customers achieve their goals. The Customer Success Management team is critical in driving high rates of renewal and expansion within the Seeq customer base.
A CSM: Understands the customer's goals and proactively plans and executes internal and external initiatives to drive customer outcomes. Is accountable for delivering high rates of renewal, minimizing churn, and driving expansion. Serves as the customer focal point in the organization and actively keeps customers informed on product updates, new use cases, and updated training offerings. Is a trusted advisor that customers depend on to be the voice of the company within the customer organization. Will partner with the sales team, product team, training team, and support team to ensure that customer needs are met. Understands enterprise SaaS within large multinational organizations and can navigate internal IT/OT priorities. Key Responsibilities Develop and implement success plans that outline how we will align with our customer's strategic initiatives to exceed their expectations. Deliver quarterly customer-to-success reviews, which are used to highlight successes and refocus priorities to continue driving value. Drive adoption through user onboarding, promoting training, establishing customer user forums, and regular customer touch points. Own the renewal process for each customer, ensuring timely renewals while minimizing churn. This involves understanding customer priorities and driving value generation. Collaborate with the account team to develop comprehensive account plans that will drive our strategy around expansion, cross-selling, and upselling. Respond to customer concerns and roadblocks, leading them to the right resources and providing context about priority to the Support Team and Development Team. Identify gaps in Seeq capabilities required to meet customer needs and prioritize advocating for feature enhancements. Leverage customer relationships to expand to other sites, business units, or partner companies. Requirements The candidate must be based in Australia. 5+ years working in a customer-facing role for a B2B SaaS company, or similar technology company, with exposure to multinational organizations, or an engineering role at a Process Manufacturing or Power Generation organization focused on driving change management and influencing people, such as a Project Manager, Digital Leader, Improvement Engineer, etc. with accountability to multiple stakeholders. Experience interacting with and presenting to senior director+ levels at global Fortune 500 companies. A data-driven individual who understands the importance of customer health indicators and how to pivot account strategy when required. Adept at translating corporate objectives (e.g., from an annual report) into strategic priorities for an account and gaining stakeholder alignment. Experience owning the renewal process. Experience collaborating with sales and services organizations to build and execute account plans that lead to customer advocacy and expansion. Knowledge of time series and data analytics in manufacturing would be a plus. Experience working with industrial or manufacturing organizations, including an understanding of IT and OT needs and priorities, would be considered an asset. Additional Qualifications Adept at translating corporate objectives (e.g., from an annual report) into strategic priorities for an account and gaining stakeholder alignment. Experience owning the renewal process. Experience collaborating with Sales and Services organizations to build and execute account plans that lead to customer advocacy and expansion. Knowledge of time-series and data analytics in manufacturing. Experience working with industrial/manufacturing organizations, including an understanding of IT/OT needs and priorities. #J-18808-Ljbffr
