Customer Success Manager - Texas area

Progress Software is a trusted provider of software that enables customers to develop, deploy, and manage AI-powered applications. As a Customer Success Manager, you will be responsible for post-sales activities for strategic customers, ensuring optimal product utilization and driving customer success through relationship management and collaboration with internal teams.

Responsibilities:

• Manage a portfolio of customers to drive greater business value and ensure our customer investments are being optimally leveraged
• Act as a strategic partner with insights into customer objectives and driving product adoption by aligning Progress's features and functionality with customers' overall business needs
• Ability to understand and identify Progress services and offerings and how they help meet customer’s objectives leading to upsell opportunities
• Acting as a liaison between product management and the customer with a focus on communicating the Progress Roadmap and how this will influence customer activities
• Collaborating cross functionally with account team members to create a seamless & optimal customer experience
• Lead customer meetings, QBR's, facilitate strategic business reviews when required
• Implement comprehensive engagement and communication strategies to maintain high customer satisfaction and minimize churn
• Develop metrics, processes, and best practices to optimize customer value and satisfaction
• Serve as the primary interface for managing and resolving critical situations within accounts

Requirements:

• 3+ years in Customer Success, with a proven ability to manage relationships in complex organizations, including Fortune 500 and Global 2000 customers
• Bachelor's degree or equivalent work experience
• Demonstrated experience in customer management within a software or SaaS environment, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels
• Experience with both Gainsight and Salesforce are required
• Strong verbal and written communication skills, including the ability to chair meetings with executive leadership
• Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services and Product Management)
• Ability to travel up to 20%
• Certifications in customer success, project management, or related fields are a plus