Customer Success Manager

Why Altium

Altium is transforming the way electronics are designed and built. From startups to worlds technology giants our digital platforms give more power to PCB designers supply chain and manufacturing letting them collaborate as never before.

• Constant innovation has created a transformative technology unique in its space
• More than 30000 companies and 100000 electronics engineers worldwide use Altium
• We are growing debt-free and financially strong with the resources to become #1 in the EDA industry

Job Description:

We are seeking an experienced and strategic Customer Success Manager to join our dynamic team for the SaaS product . As a Customer Success Manager you will own the end-to-end customer journey for our SaaS clients ensuring they achieve maximum value from our solutions while driving renewals expansions and revenue growth. You will serve as the primary advisor aligning product adoption with customer goals to secure long-term partnerships and meet performance targets. The ideal candidate will be customer-obsessed analytically minded and passionate about delivering exceptional service experiences while fostering a high-performing team culture.

Key Responsibilities:

1. Team Leadership & Management:

• Lead mentor and develop a team of Customer Success Specialists providing guidance coaching and performance feedback to ensure team goals are met or exceeded.
• Oversee the day-to-day operations of the Customer Success team ensuring alignment with company objectives and customer expectations.
• Foster a collaborative and inclusive team environment that encourages continuous learning and professional growth.

2. Customer Lifecycle Management:

• Lead the internal teams to guide clients through onboarding adoption and optimization phases ensuring seamless integration and ROI realization.
• Develop success plans with measurable milestones to track progress and address risks proactively
• Act as the voice of the customer translating feedback into product improvements and advocating for client needs internally ensuring high levels of customer satisfaction and loyalty.
• Collaborate closely with cross-functional teams including Sales Product and Support to deliver a seamless and consistent customer experience.

3. Customer Success Strategy & Execution:

• Monitor customer usage and engagement metrics to identify opportunities for improvement adoption and potential upselling or cross-selling.
• Conduct regular customer check-ins feedback sessions and satisfaction surveys to understand customer needs and expectations and use insights to drive continuous improvement.
• Lead the delivery of product training webinars and workshops to enhance customer proficiency with Altium Develop.X portfolio and oversee the teams training efforts.
• Respond to escalated customer inquiries and issues providing effective solutions and ensuring timely resolution.

4. Renewal & Revenue Accountability

• Own renewal pipelines and mitigate churn risks through strategic engagement leveraging usage data and health metrics.
• Develop and execute customer success plans that drive customer retention expansion and advocacy.
• Identify upsell/cross-sell opportunities by aligning customer needs with additional product capabilities
• Meet/exceed renewal rate and expansion targets directly impacting company revenue.
• Collaborate with Sales and Support teams to ensure cohesive customer experiences and timely issue resolution

Qualifications:

• Bachelors degree in Business Engineering Computer Science or a related field.
• 3-5 years of experience in customer success account management or a related role with at least 1 year in a leadership or supervisory capacity preferably in the SaaS or software industry.
• Deep understanding of SaaS products and the customer lifecycle with a proven track record of driving customer success and retention.
• Strong written and verbal communication skills with the ability to build and maintain strong customer and team relationships.
• Excellent leadership and team management skills with the ability to motivate coach and develop team members.
• Analytical skills with a focus on customer-centric problem-solving and data-driven decision-making.
• Proficiency with CRM systems and customer success tools with the ability to leverage data to drive insights and actions.
• Experience with technical products and the ability to understand and articulate customer technical needs.
• Ability to travel occasionally for customer meetings events and team activities as required.
• Knowledge of the electronics design automation (EDA) industry and Altium Designer is advantageous.

Nice to Have:

• Certification in customer success project management methodologies or leadership development programs.
• Experience with SaaS products in the industrial or electrical manufacturing sector.
• Advanced proficiency in data analysis tools and techniques with the ability to create and interpret complex reports and dashboards.

What Matters to Us

• Big-thinking in pursuit of purpose
• Diversity of thought
• Courage of conviction
• Transparency of intent
• Ingenuity of AND
• Agility in action
• Adaptability of approach
• Grit in pursuit of mission

Also we would like you to know

We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender gender identity or expression or veteran status. We are proud to be an equal opportunity workplace.

Learn more about why a career at Altium is an opportunity like no other: Altium Benefits: Are you already an Altium employeePlease apply directly through our internal Greenhouse job board. If you have questions please contact HR.