Customer Success Manager

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Job Description

This is an exciting opportunity to join our newly formed Customer Success Team and contribute to its development into a world-class organization. As the Customer Success Manager, you will play a pivotal role in driving customer value, adoption, and retention. Additionally, you will establish robust processes, manage tools, and build a high-performing Customer Success team. Your insights and feedback from clients will also help shape our product roadmap.

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Create comprehensive Success Plans that outline customers’ business goals and the necessary adoption activities to achieve those goals.
Conduct regular Business Reviews to track progress.

Maintain consistent engagement with customers and their executives throughout the entire post-purchase journey, from onboarding to value realization to renewal.

Foster a sense of community by driving engagement and cultivating champions within our customer network. Lead initiatives such as Connected days, webinars, workshops, and more.

Act as a bridge between customers and Pilario’s product teams, ensuring a clear understanding of customer needs, impact on their businesses, and effective communication internally. Communicate product updates and enhancements to customers, highlighting their value.

Document the business value that Pilario delivers to customers by capturing their use cases and quantifying the financial impact (e.g., revenue generation, cost savings, improved productivity). Continuously track and assess value realized against agreed objectives.

Utilize data to measure the success of adoption activities. Develop an Adoption Map that outlines user groups, key sponsors, champions, use cases, and the value Pilario provides. Conduct capability assessments using our customer maturity model to identify areas where customers need to invest.

Proactively manage risks by engaging with customers, identifying potential issues, and creating action plans to mitigate any commercial or technology impact.

Success Indicators

Your success in this role will be determined by the consistent value customers derive from Pilario, leading to renewals and expansion of their investments over time. As a Customer Success Manager, you will foster strong internal partnerships, collaborating closely with cross-functional teams to ensure best-in-class customer engagement.

Experience and Qualifications:
Previous experience as a Customer Success Manager, Account Manager, or in a consultative role.
Demonstrated ability to lead and build a customer success team, with specific experience in the SaaS industry.

Skills and Knowledge:
Strong organizational skills, including the ability to prioritize effectively, manage multiple customers and projects, and maintain structured plans. You should also excel at organizing ad-hoc teams.
Excellent communication skills, enabling seamless collaboration between technical and non-technical teams and the ability to translate customer pain points into actionable insights for internal teams.
Proficient problem-solving skills, combining analytical and creative thinking to find practical solutions for complex challenges.

Attitude and Personal Traits:
Passionate about helping customers maximize the benefits of Pilario and understanding the significance of their success to both the account and individual stakeholders.
A strong team player who is self-motivated, takes ownership of tasks, and embraces continuous learning.
Creative, engaging

What’s in it for you?

By joining Pilario as the a customer success manager, you will have the opportunity to make a significant impact in a rapidly growing organization and play a crucial role in shaping the future of sustainable product management. You will work alongside a talented and passionate team dedicated to driving customer success and making a positive environmental and social impact. We offer a competitive salary package and a personal learning budget to support your professional development. At Pilario, we value ownership, teamwork, and flexibility, creating an environment where you can thrive, contribute your ideas, and achieve a fulfilling work-life balance. When you apply, we will guide you through the various benefits and possibilities available to ensure your personal and professional needs are met.

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