As a Senior Customer Success Manager (f/m/d) at Softwaregini, you will play a pivotal role in strategically guiding our Mid-Market and Enterprise customers through their journey with our IT-decision-making platform:
- Be the dedicated point of contact for our customers, building and nurturing relationships.
- Navigate and manage the entire customer journey, from onboarding to ongoing engagement and growth.
- Build and foster strong relationships with your portfolio of customers to minimize churn and contraction and drive expansion.
- Develop a deep understanding of the customer's business and objectives, collaborating with them to build a strategic joint success plan with identified objectives, milestones, and measurable KPIs to achieve the outcomes.
- Develop and apply domain/technical knowledge of the Softwaregini platform, our best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan.
- Engage regularly with customers and ensure they continuously create value by utilizing Softwaregini.
- Provide expert guidance and steering during implementations.
- Proactively analyze customer’s product usage data and take necessary actions to mitigate risk, improve product adoption and reduce churn.
- Take a hands-on approach where necessary.
