Customer Success Manager

Customer Success Manager

In short, Customer Success Managers are accountable to:

• Build and sustain referenceable customers
• Ensure that the company’s clients are satisfied with its products and services, and are referenceable
• Drive business opportunities
• Leverage customer knowledge and company’s offerings, to translate into business opportunities to drive revenue

Their day-to-day job consists of the following:

• Build and sustain referenceable customers
• Work with customers and internal stakeholders to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction
• Ensure customers are achieving their desired outcomes using the company’s products or services
• Identify common customer challenges and proactively provide solutions
• Collect customer feedback and share this with product, service delivery, business development and other teams to ensure alignment and customer satisfaction
• Collaborate actively with the Service Delivery Manager to achieve said objectives
• Drive business opportunities

• Find new business opportunities to drive revenue based on customer needs
• Coordinate quarterly business reviews between Itineris and Customer
• Coordinate demonstrations of new offerings to existing customers
• Specifically, drive business consulting opportunities (versus just product application support)
• Based on customer knowledge, define the right value propositions customized for the specific customer
• Understand budget cycles of the customer to drive next budget planning to drive Itineris spend
• Bring stakeholder teams together to get customer approvals for Itineris offerings