Full-Time
Customer Success Manager
Automates business processes through robust integration platform
Compensation Overview
$65,000 - $80,000
Mid, Senior
United States
- Establish a trusted relationship with each assigned customer and drive the maximum value of our products and services through scheduled and ad-hoc touchpoints and other value-generating activities
- Facilitate sustainable, profitable growth through increased customer retention and decreased customer churn
- Understand customer needs and objectives; ensure the customer is utilizing and benefiting from the full extent of our solutions, across all products to which they subscribe
- Work with customers to understand and document their desired business outcomes and coordinate cross-functionally to advocate for the customer's achievement of these outcomes
- Learn Celigo's integrator.io iPaaS and guide customers towards optimal use and adoption of the platform
- Onboard customers quickly and effectively to ensure a smooth transition from sales
- Shepherd the customer through their journey to ensure they successfully achieve full adoption of the software
- Maintain service oversight and establish relationships with key contacts/decision-makers in assigned customer accounts
- Own and address all "at-risk" situations for assigned customers
- Act as the first internal point of escalation in case of any issues with our services and engages all internal stakeholders in the action plan
- Proactively monitor and identify usage trends in order to uncover renewal risks, while supporting greater adoption rates
- Identify upsell and cross-sell opportunities and communicate those internally
- Evaluate the customer health using health scorecards
- Provide feedback to other departments and management to improve the customer experience
- Other duties as required
- At least five (5) years of combined industry experience in at least one of the following areas: Customer Success, Account Management, enterprise software implementation, business analysis, or business process consulting
- A track record of increasing customer satisfaction, adoption, retention, and upsell for SaaS / On-Demand applications or platforms
- Experience discussing and documenting business strategy
- Experience working in a fast paced environment with the ability to manage multiple concurrent projects
- Customer service experience with one of the following software integrations: CRM (Salesforce, Dynamics, etc.), ERP (NetSuite, Intacct, etc), eCommerce (Magento, Shopify, etc) or application integration is required
- Experience in a startup and product development environment is highly desired along with experience launching a complex Enterprise Software Product
- Experience leading and owning client meetings as you educate, train, and advise clients on how to successfully utilize and implement Celigo products
- Experience leading and owning client calls to uncover customer's desired business outcomes, business process requirements, and critical success factors
- Ability to conduct oneself with professionalism in all situations, including in high-pressure scenarios
- Ability to work independently demonstrated excellent interpersonal, analytical, and communication skills with the ability to communicate complex technical issues in an easy to understand the manner
- Strong customer orientation
- Strong interest in and aptitude for learning and using technology to solve problems
- Strong and effective communication, presentation, organizational, analytical, and multitasking skills
- Detailed oriented and thorough
- Ability to effectively collaborate with a variety of audiences
- Customer satisfaction and problem-solving skills are essential
- Bachelor's Degree in Business, Engineering, Information Systems, Computer Science (BSc, MCA), or other related disciplines
Celigo stands out as a leading integration platform as a service (iPaaS) provider, offering a robust, reliable, and secure platform that empowers both IT and business teams to automate common and custom business processes, enhancing agility and fostering innovation. The company's platform supports a wide range of integration patterns, offering flexibility from drag-and-drop simplicity to advanced script and code injection, catering to diverse user needs. With a strong focus on customer success, Celigo not only provides a technologically advanced platform but also partners with clients to understand their business automation goals, offering support throughout their journey.
Company Stage
Series C
Total Funding
$80M
Headquarters
Redwood City, California
Founded
2011