Customer Success Manager - North East US

November 5

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Progress

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application development • web development • cloud development • application modernization • digital experience

1001 - 5000

💰 Post-IPO Equity on 1995-01

Description

• Manage a portfolio of customers to drive greater business value and ensure our customer investments are being optimally leveraged • Act as a strategic partner with insights into customer objectives and driving product adoption by aligning Progress's features and functionality with customers' overall business needs • Ability to understand and identify Progress services and offerings and how they help meet customer’s objectives leading to upsell opportunities • Acting as a liaison between product management and the customer with a focus on communicating the Progress Roadmap and how this will influence customer activities • Collaborating cross functionally with account team members to create a seamless & optimal customer experience • Hold quarterly account reviews to discuss status of account and future business opportunities • Implement comprehensive engagement and communication strategies to maintain high customer satisfaction and minimize churn • Develop metrics, processes, and best practices to optimize customer value and satisfaction • Serve as the primary interface for managing and resolving critical situations within accounts

Requirements

• 3+ years in Customer Success, with a proven ability to manage relationships in complex organizations, including Fortune 500 and Global 2000 customers • Bachelor’s degree or equivalent work experience • Demonstrated experience in customer management within a software or SaaS environment, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels • Experience with Gainsight and Salesforce • Strong verbal and written communication skills, including the ability to chair meetings with executive leadership • Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services and Product Management) • Certifications in customer success, project management, or related fields are a plus • Ability to travel up to 20%

Benefits

• 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, uncapped 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