Position Overview

Customer Success is vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service and continue to purchase on a recurring basis. As such, we need a relationship manager who will be responsible for driving success for our customers. This role includes responsibilities for Customer Success activities (on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Job Description

As the Customer Success Manager, you will –

· Function as the customer advocate and provide internal feedback on how we can better serve our enterprise customers

· Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning, and execution

· Maintain a deep understanding of the product and speak with customers about the most relevant features and functionalities for their specific business needs

· Ensure that a plan is in place with each customer for deployment, change management, and adoption programs

· Increase customer retention by conducting regular check-in calls for tactical items and performing strategic business reviews for alignment of objectives and outcomes

· Track accounts to identify churn risk and work actively to eliminate that risk

· Partner with Sales and Professional Services to develop a plan for making our product a part of each customer’s core architecture

· Simultaneously manage multiple customers who are at different points on the account lifecycle

· Identify opportunities to develop new training materials designed to ensure successful customer onboarding, support business-wide adoption, and deepen product proficiency

· Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas

Experience

· 4+ years experience in leading customer-facing organizations

· Ability to manage influence through persuasion, negotiation, and consensus building

· Ideally combined background of post-sale and sales experience

· A track record of delivering value to complex enterprise customers with large employee bases

· Strong empathy for customers AND passion for revenue and growth

· Deep understanding of value drivers in recurring revenue business models

· Analytical and process-oriented mindset

· Demonstrated desire for continuous learning and improvement

· Enthusiastic and creative leader with the ability to inspire others

· Excellent communication and presentation skills

· Relevant Bachelor’s degree; preference for computer science or related degrees

Interested in joining our team? For more information or if you are interested in applying for this role, please email careers@provenoptics.com