Customer Success Manager

About this role

Brief Description
Reporting to our Vice President of Customer Success, the
Customer Success Manager (Remote)
will be responsible for helping existing customers maximize their usage of Profisee’s Master Data Management (MDM) Platform, resulting in customer retention, expanded deployments, and enthusiastic customers helping to promote Profisee. Preference for candidates in Pacific Time Zone.


As a North America Profisee CSM, you will manage 40-50 enterprise software accounts that span different customer segments (strategic, develop, sustain), that are in different points in their customer journey (new customers, steady-state existing customers), and are using Profisee under different license models (SaaS, subscription and perpetual) and deployment models (SaaS, Platform-as-a-Service within the customer’s cloud tenant, IaaS within the customer’s cloud tenant, and on-premise). Your accounts will span multiple industries.


Objective #1: Platform Adoption.
You will work across Profisee teams, functions, and partners to ensure that both new and existing customers are leveraging Profisee to deliver tangible business value: increased revenue, decreased cost, or decreased risk.

• New customers: You will engage with day-1 customers as the facilitator to ensure that project planning, kick-off, requirements documentation, implementation, and go-live remain on track. Although not responsible for the delivery of those actions, you will ensure that the cross-functional teams who are responsible are tracking, and alert leadership to potential risks or delays.
• Existing customers: Prioritized by customer segment (strategic, develop or sustain), you will ensure that the existing customers are optimally utilizing the Profisee platform to realize maximum benefit from the customer’s partnership with Profisee. As needed, you will leverage support, professional services, partners and other leadership to ensure that Profisee is and will continue to deliver valu...