Customer Success Manager/Director (Altium)

As a Customer Success Manager for our SaaS product Altium Develop, you will be a key player in ensuring our customers achieve their desired outcomes through the use of our SaaS-based industrial software solutions. You will be responsible for building strong relationships, understanding customer needs, and providing exceptional support and guidance to help them maximize the value of our integrated SaaS product.

Key Responsibilities:

• Build long-term relationships with clients, responsible for renewal and upselling revenue of existing clients.

• Develop and execute customer success plans that drive adoption, retention, and expansion of our SaaS product.

• Create and maintain a deep understanding of customer business objectives and translate these insights into strategic account plans and management KPIs.

• Optimize the customer success operating model and process to ensure high-quality customer service and seamless customer experience.

• Drive customer adoption through product demos, training, workshops, and webinars.

• Respond to customer inquiries and resolve issues in a timely and efficient manner, leveraging internal resources as needed.

• Proactively monitor customer usage and health metrics to identify opportunities for improvement and upsell/cross-sell.

• Conduct regular check-ins and surveys to gather feedback, understand customer needs, and identify areas for product enhancement.

• Stay informed about global product updates, industry trends and competitor activities to provide valuable insights to customers.

• Collect customer success stories and consolidate client credentials to support sales/marketing activities. 

• Drive product improvement through structured customer feedback and collaboration with product teams

Function: Manufacturing
Experience Level: Director