Own the post-implementation journey for enterprise SaaS customers, including onboarding, adoption, health, retention, renewal, and value realization. Build success plans, advise on CLM best practices, lead executive reviews, manage risks and dependencies, support change management, and coordinate cross-functional teams. Partner with Account Management on renewals and expansions while representing customer needs. The role also requires understanding enterprise integrations, APIs, AI-enabled software, governance, and stakeholder management.
Malbek is seeking an experienced Customer Success Manager to guide enterprise customers through onboarding, adoption, optimization, and long-term value realization. The CSM serves as a trusted advisor, translating business goals into success plans while helping customers manage CLM processes, organizational change, integrations, and AI-enabled capabilities.
Key Responsibilities
- Own the post-implementation customer journey, including onboarding readiness, adoption, health, retention, renewal, and value realization.
- Lead onboarding and post-go-live programs covering stakeholder alignment, success planning, enablement, adoption milestones, and steady-state transition.
- Build success plans that connect business objectives, measurable outcomes, milestones, risks, dependencies, and product capabilities.
- Advise customers on CLM best practices across intake, authoring, review, approvals, execution, repository management, obligations, reporting, and governance.
- Drive adoption, monitor health and engagement indicators, and coordinate recovery plans when risks arise.
- Lead customer health reviews, executive business reviews, and strategic sessions that communicate progress, value, risks, recommendations, and next steps.
- Support change management, governance, stakeholder readiness, and sustained adoption.
- Partner with Account Management on renewal and expansion by documenting outcomes and maintaining relationships with decision-makers.
- Collaborate with Professional Services, Technical Account Management, Support, Product, Sales, and Marketing to coordinate customer outcomes.
- Represent the voice of the customer and improve Malbek’s success playbooks, templates, health models, and scalable programs.
Required Qualifications
- 5+ years in Customer Success, Professional Services, SaaS Implementation, Strategic Account Management, or a similar B2B SaaS customer-facing role.
- Experience leading enterprise onboarding, implementation transitions, post-go-live adoption, and value realization for complex SaaS solutions.
- Practical CLM experience or substantial experience with legal, procurement, sourcing, commercial operations, or contract-driven processes.
- Strong knowledge of the SaaS customer lifecycle, including adoption, optimization, risk management, retention, renewal, and expansion.
- Ability to lead strategic conversations with executive, business, administrative, and technical stakeholders.
- Experience developing success plans, adoption strategies, governance models, executive reviews, and risk mitigation plans.
- High-level understanding of APIs and enterprise integrations, including data flows, authentication, webhooks, dependencies, and common SaaS integration patterns.
- Experience supporting adoption, use-case identification, responsible enablement, governance, or value realization for AI-enabled software.
- Excellent communication, presentation, facilitation, analytical, and executive stakeholder-management skills.
- Ability to manage multiple enterprise engagements and cross-functional dependencies in a fast-paced environment.
Preferred Qualifications
- Experience with CLM or adjacent legal, procurement, CRM, ERP, document, identity, or workflow technology.
- Knowledge of contract management, legal operations, procurement, sourcing, compliance, or commercial operations.
- Experience partnering with implementation, architecture, technical account, integration, or product teams.
- Familiarity with customer success platforms and support or work-management tools such as Planhat, Gainsight, Zendesk, Jira, or Azure DevOps.
- Strong Microsoft Office skills and experience creating executive-ready customer materials.
- Experience supporting Life Sciences or other highly regulated organizations is a plus.
What Success Looks Like
- Customers move into steady-state adoption with clear ownership, governance, and success measures.
- Stakeholders can connect Malbek to business objectives and demonstrate measurable progress and value.
- Adoption risks, technical dependencies, and organizational barriers are identified early and addressed through coordinated plans.
- Executive sponsors receive clear, outcome-focused communication and view the CSM as a trusted advisor.
- Customer insights drive improvements across Malbek’s product, services, support, and Customer Success programs.
Ideal Candidate Profile
The strongest candidate combines a consultative mindset and strong ownership with the ability to discuss business outcomes, CLM workflows, adoption, change management, integrations, and AI-enabled capabilities. They turn complex customer needs into clear plans that support successful SaaS adoption and long-term partnershi
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