Full-Time Customer Success Manager (iPaaS)

Position Overview: We are seeking a highly motivated and experienced Customer Success Manager (CSM) to join our team in the dynamic and fast-paced iPaaS industry.

Key Responsibilities:

1. Customer Engagement & Onboarding
   • Quickly familiarize yourself with company processes and tools within the first 60 days, including mastering onboarding, business reviews, and operational reviews.
   • Prepare and conduct Onboarding meetings to ensure customers are set up for success.
   • Review customer licenses and platform usage to document their journey, assess risks, and define mitigation plans as needed.
   • Drive, negotiate, and close renewals in a timely manner as required.
2. Customer Success Support & Data Analysis
   • Provide back-office support for strategic renewals by preparing usage reports, pricing proposals, and customer account summaries.
   • Track and report on key renewal metrics, ensuring alignment with retention and revenue goals.
   • Assist in identifying customers for upsell and expansion opportunities based on platform engagement and business needs.
3. Internal Coordination & Process Optimization
   • Work cross-functionally with Sales, Customer Success, Finance, and Operations to streamline renewal workflows.
   • Ensure all renewal data is captured and updated in CRM and internal tracking systems.
   • Proactively identify and mitigate renewal risks by providing insights based on historical usage and account trends.
   • Support Account Executives and Customer Success Managers with customer data, renewal insights, and documentation.
4. Strategic Communication
   • Master the company’s value proposition and communicate it effectively to customers.
   • Align platform capabilities with customer objectives, demonstrating how the solution accelerates results and mitigates risks.
   • Identify and advocate for new customer initiatives where the platform can deliver value.
5. Documentation & Reporting
   • Document customer journeys, potential risks, account health, success plans, and other key artifacts.
   • Identify customers suitable for marketing and sales initiatives such as case studies, analyst reviews, and reference programs.
6. Escalation Management
   • Handle escalations by managing communication and driving positive outcomes when customer priorities are not met.
7. Account Strategy Development
   • Collaborate with Account Executives to develop and execute account strategies that align with customer priorities.
   • Research and analyze customer initiatives to identify how the platform can support their success.

Minimum Requirements:

• Minimum of 3 years of experience in customer success or partner success roles.
• Proven ability to work cross-functionally with internal teams and external partners to achieve shared goals.
• Strong background in reviewing contracts, negotiating terms, preparing proposals, and driving initiatives to completion.
• Excellent communication, organizational, and problem-solving skills.
• Experience in a fast-paced, high-visibility environment is highly desirable.
• Familiarity with CRM systems and iPaaS platforms is a plus.

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