ProcessMaker, a fast-growing B2B software-as-a-service company, is on a mission to help companies achieve newfound levels of efficiency, productivity, and growth through the use of AI-powered automation. The Customer Success Manager (CSM) is accountable for customer onboarding, adoption, retention, and expansion. Working cross-functionally, CSMs create a value flywheel for customers; expanding features, processes, and users. As a leader on the CSM team, the right candidate will also contribute to the continuous improvement of the CSM function by establishing playbooks, creating reusable content, coaching colleagues, and working with peers in product development. Responsibilities Reduce Time To Value: Unblock customer issues and help customers move to production quickly. Expand Utilization & Feature Adoption: Identify additional opportunities for customers to gain value from ProcessMaker, including incorporation of new features and functionality. Increase internal Expertise: Share best practices and lessons learned from client interactions. Coach other customer-facing staff. Amplify Voice Of The Customer: Communicate customer needs and feedback, backed by data, to colleagues in product and business development roles. Required Qualifications 2-5+ years total work experience in change management, technology implementation, process design and/or project management roles Prior experience working with B2B SaaS solutions in a customer-facing role Successful track record of owning a financial target and book of business Comfortable working cross-functionally and coordinating solutions with individuals outside of your reporting team Experience building strategic relationships within a customer environment and uncovering opportunities for expansion Highly proficient computer skills including CRM, ticketing systems, Microsoft and Google product suites English at a professional level Preferred Qualifications 1-2+ years working with Fortune 1000 customers in a customer success, professional services or consulting role Seniority level Mid-Senior level Employment type Full-time Industries Software Development #J-18808-Ljbffr