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Customer Success Manager

2 months ago

Plano, United States The Ladders Full time
Who we are

At Origina, we are on a mission to change the software world

We are the leading global provider of third-party IBM™ software support and maintenance that Gartner™ consistently recognizes as a forward-thinking alternative to traditional software mega-vendors. As a strategic partner, we help our customers protect the security and stability of their software, extend its longevity and lifecycle, and enhance its performance and functionality.

At Origina, our values of Trust, Fairness, Relationships, and Opportunities are the pillars for our competitive strength and the foundation for the culture we strive for. These principles reflect our beliefs about what's most important and guide us on our exciting and unwavering high-growth journey

At Origina, we are proud of our unique and engaging culture For 2 years running, we have been certified & recognised by Great Place to Work® as one of Ireland's best small workplaces and best workplaces in tech

We believe in freedom of choice in the world of software and are a leader in the Right to Repair movement, both in U.S and Europe. As strategic partners, we help our customers protect the security and stability of their software, extend its longevity and lifecycle, and enhance its performance and functionality.

Visit origina.com to learn more.

The Role

We have an exciting opportunity for aCustomer Success Managerto join our Plano team, to manage a portfolio of key customer accounts. In this role, you will be the internal advocate for the customer, ensuring all departments align to deliver an exceptional customer experience. You'll collaborate closely with the relevant Territory Manager on account planning, growth strategies, and driving customer satisfaction. This role is focused on our US based customers. We seek a driven, commercially savvy professional with a passion for customer experience and service enhancement.
  • Leverage your commercial acumen to build strong, value-driven relationships that enable Origina to deliver maximum value to customers
  • Strengthen customer confidence by clearly articulating and demonstrating the unique value of Origina's Service Proposition
  • Lead customer retention activities, ensuring alignment with customer needs, and manage the renewal process with a focus on maximizing value for both the customer and Origina.
  • Drive proactive engagement between the Customers Service teams and the Origina products experts
  • Position Origina as a trusted partner by assisting customers plan and understand the best ways to utilize their software or products based on the customer's business needs
  • Maintain regular communication with customers to discuss adoption trends, assess sentiment, and explore opportunities for deeper engagement
  • Conduct Customer Satisfaction Reviews with customers on a monthly/quarterly basis to evaluate customers' levels of engagement and provide feedback regarding service improvements
  • Lead customer retention activities to ensure we are aligned appropriately as well as responsible for processing renewals for your subset of customers
  • Respond to potential customer projects as they arise within your accounts and support the Origina team in managing these projects
  • Serve as an escalation point for high-priority incidents, ensuring swift and effective resolution
  • Implement and manage SIPs (Service Improvement Plans) where necessary, always with commercial mindset
  • Oversee the onboarding of new customers within your region
About you
  • 3+ years' experience in a Customer Success/ Account Management Role
  • Demonstrated understanding of Customer Success Management and Retention practices
  • Excellent interpersonal skills required particularly the ability to gain alignment and cooperation with colleagues to manage a subset of customers
  • Experience working in a highly collaborative environment and promoting a teamwork mentality
  • Calm and level-headed with the ability to predict challenges and proactively resolve obstacles before they arise within your subset of customers
  • Ability to work in a way that aligns with our values of Trust, Fairness, Relationships, and Opportunity
What we offer
  • Competitive compensation that rewards achievement
  • Hybrid, flexible working model
  • High-level Health, Dental, and Vision insurance
  • STD and Life/AD&D cover
  • 20 days PTO each year
  • Additional 10 Federal/Regional holidays
  • Generous Maternity & Paternity leave
  • 4% 401k match
  • $200 annual wellness benefit
  • $1,000 professional development benefit
  • Employee Assistance Program
  • Fun and inclusive environment with regular events organized by Engagement, and Inclusion Committees


Don't worry if you don't meet ALL the requirements, if you feel you would be a great fit for this role, we would love to hear from you At Origina, the most important ingredient for us is our culture fit and recognizing those that want to live our high-performance values of Fairness, Trust, Relationships, and Opportunities.

Origina is an equal opportunity employer, and we're proud of our ongoing efforts to foster inclusion in the workplace. Individuals seeking employment at Origina are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Origina may collect your personal data for recruiting, global organization planning, and related purposes. Origina's Candidate Privacy Notice explains what personal information Origina may process, where Origina may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Origina's use of your personal information.