The Customer Success Manager leads success outcomes for named accounts, drives product adoption, manages customer relationships, and identifies upsell opportunities.
COMPANY
Propel Software transforms the way product companies work. Our product value management platform connects commercial and product teams to optimize decision making, drive process efficiencies, and engage customers with compelling products and experiences. Propel has a proven track record of improving product quality, speeding time to revenue and profit, and improving customer satisfaction. Recognized as a Deloitte Technology Fast 500 winner and one of Fortune’s Most Innovative Companies in America, Propel is built on Salesforce and drives product success for hyper growth startups, corporate pioneers, and Fortune 500 leaders in the high tech, medtech and consumer goods industries.
ROLE
The Customer Success Manager independently owns success outcomes for a portfolio of named accounts of moderate complexity. This role leads customer success planning, drives adoption and value realization, manages risk, and owns retention and growth by managing expansion opportunities and partnering with account management/sales. The CSM II regularly engages and presents to senior customer stakeholders and leads executive business reviews on a defined cadence.
In this role you can expect to:
- Engage proactively with a portfolio of named accounts to understand evolving needs, business goals, and challenges, and align solutions using our products and services.
- Build and nurture strong relationships with key stakeholders to foster trust and become a trusted advisor.
- Conduct bi-annual executive business reviews to confirm strategic alignment, review joint roadmaps, and track progress toward shared goals.
- Drive product adoption and value realization post-implementation by delivering training, resources, and best practices; create and maintain customer success plans.
- Monitor customer engagement and usage data to identify risks, resolve issues in collaboration with internal teams, and recommend product enhancements.
- Identify and cultivate upsell opportunities for new products and expansion within the existing customer base, collaborating closely with Sales and Product teams to exceed expansion revenue goals.
- Drive renewal strategies by articulating the value, modules, and products to key stakeholders and executive sponsors.
- Advocate for the customer internally, influencing product development and strategic decisions to enhance the overall customer experience.
To be successful in this role you bring:
- 5+ years of experience as a Customer Success Manager in SaaS or enterprise software.
- Knowledge and experience with Quality Management System (QMS) software and tools (e.g., electronic QMS, LMS, validated systems).
- Proven ability to guide customers through the adoption and value realization of QMS software platforms.
- Experience communicating and presenting to executive-level customers.
- Solid problem-solving skills, critical thinking, and a proactive, customer-focused approach.
- Strong organizational and time management skills, capable of handling multiple customer accounts and priorities.
Authorization to work in the United States is required; please note that at this time, Propel is not sponsoring visas for any positions.
Additional Info
Location: This is a remote position that can be done from anywhere in the US.
Equal Opportunity: Propel is proud to be an equal-opportunity workplace where different perspectives are valued and every voice is heard. We’re dedicated to pursuing and hiring a talented and diverse workforce.
Privacy: For details on how we protect your information when you apply, please see our Privacy Notice. If you are a California-resident, please read our California Privacy Notice here.
E-Verify: Propel is an E-Verify employer and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information please visit E-Verify.
Top Skills
Lms
Qms Software
Salesforce
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