Customer Success Manager

OnePlan specializes in creating AI-enabled solutions for strategic portfolio, financial, resource, and work management. The Customer Success Manager will work closely with customers and internal teams to ensure a seamless experience, develop success plans, and monitor customer adoption to maximize satisfaction and minimize churn.

Responsibilities:

• Onboard new customers effectively, transitioning them from initial deployment to post-deployment success plans
• Develop success plans for customers, outlining their key success factors and recommendations
• Conduct regular check-ins through Monthly or Quarterly Success Reviews to measure progress and identify areas for improvement
• Collaborate with Professional Services to identify new opportunities and assist in transitions following deployments
• Respond to customer requests and offer strategic guidance on product use, account modifications, and business expansion
• Monitor customer adoption of OnePlan’s features and functionality, ensuring alignment with their business needs
• Facilitate renewals of subscriptions and support agreements, minimizing churn by maximizing customer satisfaction
• Collect customer feedback, collaborate with product and engineering teams, and ensure customer input is funneled into product roadmaps
• Act as a trusted customer advocate and thought leader, both internally and externally, sharing your insights and experiences

Requirements:

• 1-5 years of experience in a Customer Success or account management role at a B2B SaaS company
• Proven experience managing enterprise-level accounts, including customer escalation and issue resolution
• Ability to collaborate and build strong relationships with clients and internal teams, especially at the executive level
• Experience working with cross-functional teams, including Sales, Services, and Product Management
• Excellent communication skills, including leading meetings and webinars
• Strong organizational skills with the ability to manage time effectively and handle multiple priorities
• A passion for customer service and helping businesses succeed with technology solutions