The Customer Success Manager will serve as the primary point of contact for Progress Software's strategic Enterprise Customers and/or Partners, ensuring successful onboarding, product adoption, and long-term value realization. This hybrid role focuses on building trusted advisor relationships, driving customer satisfaction, reducing churn, and identifying expansion opportunities to support revenue growth at Progress Careers.
What You'll Do
- Act as trusted advisor for customers and invest time to develop and enhance relationships with key stakeholders to earn the 'trusted advisor' status where needed.
- Be primary point of contact to proactively coordinate complex escalations, using excellent communication skills to manage internal and external stakeholders, understanding technical complexities and the impact these have on the customer's business.
- Lead customers through post-sales customer journey by leveraging understanding of the customer’s or partner’s business strategies, with a focus on product adoption and customer business goals and key initiatives.
- Proactively reach out to customers who aren’t calling to see how else you can help them be successful; drive adoption, identify expansion and add-on opportunities, and have a 'good finger on the pulse' for each account.
- Work with customers to ensure the successful onboarding and implementation of newly purchased products or releases, while coordinating all activities associated.
- Understand and explain complex technical concepts to audiences at all levels within an organization.
- Focus on and understand the business challenges customers are looking to solve and craft, prescribe, and help to drive solutions to meet those challenges.
- Work with other internal resources to coordinate/facilitate high level demos, workshops, and training sessions to educate customers on current features based on best practices and provide visibility into current vs. future product features and capabilities.
- Maintain a repository of critical customer information and feedback learned through interactions with customers for product improvement to feed it back to the product, technical support, marketing, and sales teams.
- Hold quarterly internal account reviews to discuss status of the product(s), technical challenges or future adoption of additional features.
- Review and report monthly on what's completed from last review sessions, and any outstanding items and/or additional items.
- Maintain clear records of the business case built for customers, including documentation of the relationships, to maximize renewal/upsell rates and execute a smooth renewal process.
- Monitor customer health and rank ordering customers by likelihood to upgrade to current versions.
- Track product adoption through features used.
- Conduct site visits as needed and build strong relationships with key stakeholders and executives to naturally grow revenue and increase customer satisfaction.
- Assist in maintaining industry leading customer satisfaction targets by proactively meeting customer needs and addressing customer concerns before they affect customer satisfaction.
- Support Account Management team in maximizing the revenue protected via renewals and any new revenue generated from upsells or cross-sells.
- Work closely with Account Manager to help close additional sales at assigned customers by identifying opportunities to increase Progress licensing.
What We're Looking For
- Proven experience working in a client-facing role (support, sales, account management, customer success, etc.) with a track record of driving initiatives independently and collaboratively to deliver on customer projects and improve customer satisfaction.
- Knowledge of, and confidence articulating, key database and data platform technologies, such as relational databases, metadata, indexing, search and graph technologies (RDF, SPARQL, etc).
- Proven ability to build and maintain strong and trusting collaborative relationships with a diverse set of internal and external constituencies ranging from technical resources and senior level executives.
- Ability to keep accurate, detailed records of activity in CRM (Salesforce.com experience preferred).
- Experience working with technology integrations and facilitating communication between services, engineering and business teams.
- Strong communication, listening, presentation, and meeting facilitation skills to interact with all levels of customers, business managers, end users, software developers, and architects (includes senior executives).
- Demonstrated business acumen in understanding customer’s business goals and objectives with the ability to assess risks, identify the right approach to problems, make informed decisions, and provide innovative solutions.
- Ability to lead cross-functionally in a dynamic and fast-paced environment to manage and resolve complex escalations and other problems, while maintaining a strong customer centric approach.
- Excellent organizational, project management, multi-task, and time management skills.
- Demonstrated high levels of integrity, initiative, energetic, empathy and motivation.
- High levels of integrity and initiative, energetic and motivated.
- Resourceful, adaptable, goal oriented, and willing to tackle challenges.
- Ability to influence development activities.
Nice to Have
- Working knowledge of other Progress Software products a PLUS.
Technical Stack
relational databases, metadata, indexing, search technologies, graph technologies, RDF, SPARQL, Salesforce.com
Team & Environment
Diverse, global team. Value the individual. Enrich culture by considering varied perspectives. Believe people power progress. Inclusive workplace where opportunities to succeed are available to everyone. Multicultural company serving a global community. Encourage a wide range of points of view. Celebrate diverse backgrounds. Unique combination of perspectives inspires innovation. Connects us to our customers and positively affects our communities. Working together and learning from each other.
Benefits & Compensation
- Medical, dental, vision, life & disability, and financial benefits (including 401(k) retirement savings plan).
- Tuition Reimbursement program.
- Additional voluntary benefits including crucial illness/hospital indemnity, identity theft protection, auto & home insurance, legal, and pet insurance.
- Competitive salary, commission, and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback.
- Flexible paid vacation time, paid day off for your birthday, and company holidays.
- A variety of leave plans, including Parental Leave.
- Employee Assistance Program (EAP) and an employee well-being program focusing on physical, mental, and financial health.
Compensation: Base salary range of $96,400 - $119,082, participation in a commission plan, and eligibility for the Employee Stock Purchase Program (ESPP) with a 27-month lookback.
Work Mode
This is a hybrid role based in Raleigh, NC. Candidates must be local to Raleigh NC as no relocation packages are provided. The position involves splitting time between a home office and the Raleigh NC office.
Progress is an inclusive workplace where opportunities to succeed are available to everyone. As a multicultural company serving a global community, we encourage a wide range of points of view and celebrate our diverse backgrounds.
