Senior Customer Success Manager - Europe West

Customer Success Manager

As a Customer Success Manager at IFS, you will be a trusted partner to our customers, helping them achieve lasting business value from their investment in IFS.

You will build strong relationships with senior customer stakeholders, understand their business priorities and bring together the right people across IFS to help them succeed. Your focus will be on adoption, value realization, customer satisfaction and identifying opportunities to expand the value IFS delivers over time.

Essential duties and accountabilities

• Build trusted customer relationships and act as a key point of contact throughout the customer journey.
• Understand customer goals and business priorities, translating them into clear success plans and measurable outcomes.
• Drive adoption and value realization, helping customers make the most of their IFS solutions and services.
• Orchestrate the wider IFS team, bringing together the right expertise across services, support, product and the IFS Account team to meet customer needs.
• Engage senior stakeholders and executive sponsors, ensuring alignment on priorities, progress and outcomes.
• Own and manage the Customer Success Plan, regularly reviewing progress and adapting it as customer priorities evolve.
• Be the voice of the customer within IFS, sharing feedback, identifying challenges and helping drive improvements to the customer experience.
• Proactively manage risks and issues, coordinating with the appropriate IFS teams to support successful resolution.
• Identify opportunities for growth, working with the IFS Account team to help customers gain additional value from IFS.
• Lead regular customer business reviews, communicating progress, value achieved, key priorities and next steps.
• Live the IFS values and contribute to a collaborative, customer-focused culture.

Department: Consulting
Function: Customer Service
Experience Level: Mid-Senior Level