Customer Success Manager
Customer Success Manager
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Job Description
To be considered for this position please submit your application through our official Career Page here (no additional forms only your CV is needed). We will only review your CV in our job platform:
Your Opportunity:
Our Customer Success team plays a pivotal role in ensuring customer retention and driving expansion contributing significantly to the success of our clients around the world.
As a Customer Success Manager you will own the full customer lifecycle from post-sale onboarding to renewals and expansion. You will serve as a strategic advisor and trusted partner to our institutional clients including prestigious PE investors M&A advisors and leading software companies. Your mission will be to foster strong advocacy within accounts and ensure our customers realize tangible business value from our products.
In this role you will lead a team of high-performing Customer Success specialists ensuring exceptional service and measurable outcomes for our clients. You will collaborate closely with the Sales team Product team and Research team to drive Dedales growth. Your leadership will be instrumental in resolving escalated issues improving retention increasing adoption and spearheading strategic initiatives to enhance the Customer Success function such as building KPI dashboards training the CS team and identifying new opportunities to support Dedales continued success.
Role & Responsibilities:
Lead and scale the CS team and processes BUILD
Deploy seamless onboarding (sales/CS transition and perfect first 6-months to drive adoption) and renewal processes (100% renewal on time)
Automate and scale reporting (account health engagement and feedback)
Continuous improvement of requests process
Training and growth of the CS team members
Relationship management FRONTLINE
For all accounts:
Provide all necessary info and warning to KAM/Sales/VPs/Tech team (360 view of each accounts)
Collaborate to the build of success plans
Ensure day-to-day needs (request & tech issues management and escalation)
Ensure proactive engagement (intelligence push management)
For non-KAM accounts:
- directly manage relationship and ensure renewal & expansion opportunities
Required Experience:
Manager
Employment Type
Full-Time
