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. Furthermore, the CSM oversees key customer milestones throughout the customer lifecycle, from deal signature through system provisioning, monitoring implementation progress, and business case achievement.
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As a CSM within the company Next Gen - Academy for Customer Success, you will be responsible for:
- Successfully completing a 10-month learn-apply program that enhances your support in the CSM role, a critical customer-facing function.
- Immersing yourself in multi-dimensional experiential learning focused on digital transformation, global intelligence, and strategy/tools/process.
- Enhancing your 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 in the field.
- Working both behind the scenes and directly with customers to ensure overall customer health and satisfaction.
To succeed in this role, you should possess:
- 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.
- A cooperative and productive approach to working relationships, with a strong ability to quickly learn new concepts, adapt to changing environments, and apply knowledge.
- An understanding of AI fundamentals to identify business problems solvable with AI.
- Strong problem-solving, project management, and creative thinking skills, along with emotional intelligence and cultural awareness that support inclusive teamwork.
- Knowledge in company SuccessFactors and company Business Transformation Management applications.
Work Conditions:
Company’s employees across different regions are enabled to do their best job with the right mix of office and remote work. Our hybrid work setup generally consists of three days a week in the office or on-site with customers.
Candidate must currently possess unrestricted work authorization for the country where they are applying and do not require future employer sponsorship for a visa.
