76 Customer Success Manager Jobs in Boston, MA
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OneSpan North America Inc. is Hiring a Customer Success Manager Near Boston, MA
At OneSpan, we're reimagining trust to help businesses to thrive by enabling secure, compliant, and frictionless digital agreements and transactions. Across the globe, we are trusted by global enterprises, including more than 60% of the world's largest 100 banks, to enrich their customer experience and mitigate threats today, while preparing to take full advantage of what's coming tomorrow. With a bold vision and an ambitious opportunity ahead of us, we are looking for creative thinkers and fearless ideas that will disrupt our industry.
In this role, you will develop close relationships with your portfolio of customers, connecting with key business executives and IT stakeholders, developing an understanding of their business requirements and goals. Leveraging this customer knowledge, you will provide adoption, industry and implementation best practices and personalized recommendations to ensure your customers maximize value from their investment in OneSpan. This includes also being responsible for the renewals of our existing contracts and acting as an escalation point in case of unexpected issues.
This position is remote and open to candidates who have their residence in the United States.
Key Responsibilities:
* Ensuring customers derive value from their investment in OneSpan's solutions.
* Develop a trusted adviser relationship with customer key stakeholders and executives to ensure full potential of their OneSpan solution to be realized. You will engage with our clients as soon as we acquire them.
* Constantly measure and monitor Customer Health.
* Regularly develop customer relationships to drive successful customer outcomes, improving adoption, retention and customer satisfaction.
* Leverage comprehensive understanding of OneSpan products and platform to provide relevant adoption and technical recommendations on solutions and enhancements customized to customers' business needs.
* Collaborate with Sales Managers to ensure growth attainment.
* Identify and assess renewal risks for customers' license, maintenance and subscriptions and collaborate with internal teams to ameliorate.
* Drive the renewals of existing customer contracts. This includes creating and following up on existing contracts and/or extra options to up-sell.
* Assist with high priority requests and serve as an escalation point when needed.
* Maintain a regular renewals outlook and ensure timely customer renewals.
* Support your manager in preparing and updating forecasting and sales pipeline data.
* You will be reporting towards our Director of Global Customer Success.
Job Requirements:
* Passion for Customer Success!
* 4 years successful relevant work experience in a client-facing role - ideally using Salesforce CRM or related applications in a SaaS environment.
* Experience on monitoring Customer Health, and utilizing a CSM Software.
* Proven track record on successful customer outcomes, improving adoption, retention and customer satisfaction.
* Previous Customer Success experience including renewals of customer contracts.
* Demonstrated ability to communicate (both written and verbal), present and influence credibly and effectively at all levels of the organization, including executive and C-level.
* Ability to navigate and advise on efforts related to complex customer requests or projects involving multiple parties and enterprise systems, escalating for assistance if needed.
* Strong teamwork mentality - a True Team Player across all levels and teams within the organization.
* Self-starter with strong willingness on getting things done under minimum supervision.
* Relentlessly High Standards. You're not satisfied with the status quo. You thrill in your accomplishments but also know it's about constantly striving to excel.
* You are well organized, with a strong sense of responsibility and initiative.
* Solution Focused - proactive in finding solutions to customer and internal issues.
* Strong knowledge of business processes (Sales, Marketing, Service, Support) business applications and automation.
* Experienced and comfortable in a fast-paced, high performance, changing and open team environment.
* You have a strong knowledge of English (spoken and written).
* 10% travel could potentially be required within North America.
At OneSpan, we challenge the now by thinking ahead, speaking up, and working together to constantly improve. Everyone is an integral part of our mission, with an equal opportunity to participate and make a global impact. Because we know that real connections are built on autonomy and trust, we always engage with open minds and promote diversity in our thinking and in our culture. The more voices we have represented and amplified, the more we will all thrive, contribute, and drive our industry forward. That's why we encourage everyone to bring their whole self to work and be open to different ideas, new challenges, and new possibilities.
Job Summary
Full Time
$97k-130k (estimate)
05/01/2024
05/01/2024
The following is the career advancement route for Customer Success Manager positions, which can be used as a reference in future career path planning. As a Customer Success Manager, it can be promoted into senior positions as a Customer Success Director that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Success Manager. You can explore the career advancement for a Customer Success Manager below and select your interested title to get hiring information.
If you are interested in becoming a Customer Success Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Success Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Customer Success Manager job description and responsibilities
Having a customer success manager overseeing the onboarding process helps with retention.
01/03/2022: Pueblo, CO
Customer success managers should have strong organization and presentation skills, but those things can be taught.
12/19/2021: Modesto, CA
They monitor their customers’ happiness closely so that they are able to offer solutions before problems occur.
02/13/2022: Everett, WA
Take time to understand what each customer needs and help customers take the shortest route possible.
01/23/2022: San Jose, CA
The customer success manager characterizes himself with being organized, presentable and acquiring technical skills.
01/07/2022: Minneapolis, MN
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Success Manager jobs
Customer success managers are both salespeople and support professionals.
12/15/2021: Las Cruces, NM
During the operational stage (also known as “Business as usual), Customer Success Managers often provide technical know-how, expertise, and training to customers with the goal making them successful and keeping them satisfied with the business’s products
01/02/2022: Longview, TX
A good Customer Success Manager must have a thirst for knowledge, the ability to learn quickly and easily grasp new software applications.
02/21/2022: Pueblo, CO
Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.
12/22/2021: Temple, TX
Customer Success Managers must be strong, natural advocates.
02/15/2022: Clearwater, FL
Step 3: View the best colleges and universities for Customer Success Manager.
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