Customer Success Manager H/F - ITSM & ESM domain expert
Core
Build strong client relationships to ensure adoption, satisfaction, and retention of ITSM/ESM software products while driving growth opportunities.
Role type
Senior Customer Success Manager (ITSM/ESM domain)
Builds
ITSM/ITOM/ESM software solutions for enterprise clients
Domain
IT Service Management, IT Operations Management, Enterprise Software
Required skills
Client relationship management, strategic advisory, onboarding facilitation, churn risk mitigation, cross-functional collaboration, data-driven reporting, product knowledge, proactive communication, contract renewal, upselling
Preferred skills
ITIL Foundation certification, Master's in Computer Science, 5+ years in SaaS or managed services, fluency in English and French
Technologies
ITSM tools, ITOM platforms, CRM systems
Responsibilities
Develop and maintain relationships with assigned clients to understand business goals and challenges; Serve as primary contact for requests, escalations, and issue resolution; Organize onboarding sessions for new clients to facilitate product adoption; Proactively communicate to evaluate satisfaction and identify upsell opportunities; Collaborate with sales teams to renew contracts and expand accounts; Monitor client health and usage data to identify churn risks and implement retention strategies; Advocate for clients internally by providing feedback to product and support teams; Track and report on KPIs including satisfaction, retention, and expansion opportunities.