The Customer Success Manager (CSM) works directly with customers to guide them through their business journey with our solutions. The CSM is responsible for increasing customer satisfaction, retention, renewals, references, and upsells for Cloud products within their assigned solution portfolio. They oversee key customer milestones throughout the customer lifecycle, from deal signature through system provisioning, implementation progress, and business case achievement. The CSM serves as the strategic point of contact for the customer, leveraging appropriate resources across the company functions to maintain overall customer health.
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As a CSM within the company Next Gen - Academy for Customer Success, you will be responsible for:
- Completing a 10-month learn-apply program, which includes classroom and field phases that enhances your support in the CSM role.
- Immersing yourself in experiential learning with a focus on digital transformation, global intelligence, human skills, business and technology acumen, and strategy/tools/process.
- Enhancing skills around your solution portfolio, managing customer retention, and driving value realization.
- Receiving onboarding in your local market with on-the-job training and mentoring by a senior CSM professional.
- Working behind the scenes and directly with customers, applying the knowledge and skills you've gained.
What You Bring:
- 2–3 years of experience supporting customers and driving business transformation, ideally in consulting or account management.
- Proven ability to deliver strategic guidance and solutions that drive customer success and long-term value.
- Strong relationship management skills to ensure satisfaction and business continuity.
- A cooperative approach to working relationships.
- Ability to learn quickly and adapt to changing environments.
- Understanding of AI fundamentals to identify solvable business problems.
- Proficiency in English and Italian to engage effectively with our global and local network.
- Strong problem-solving, project management, and creative thinking skills.
- Emotional intelligence and cultural awareness to support inclusive teamwork.
The company employees are empowered to work with a mix of office and remote work according to country-specific guidelines. Typically, the setup consists of three days a week in the office or on-site with customers or partners. Participants may spend time in San Ramon, California, for hands-on learning and networking opportunities during the program.
Due to local Saudization mandates, we are only hiring Saudi/GCC nationals for this position.
