Customer Success Manager

2 days ago

Plano, Texas, United States Origina Full time
About Origina

At Origina, we're on a mission to revolutionize the software industry. As a leading global provider of third-party IBM software support and maintenance, we're recognized by Gartner as a forward-thinking alternative to traditional software mega-vendors. Our values of Trust, Fairness, Relationships, and Opportunities drive our competitive strength and culture.

We're proud of our unique and engaging culture, certified and recognized 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 software world and are a leader in the Right to Repair movement in the US and Europe.

The Role

We're seeking a Customer Success Manager to join our Plano team, managing a portfolio of key customer accounts. As the internal advocate for the customer, you'll ensure all departments align to deliver an exceptional customer experience. You'll collaborate closely with the Territory Manager on account planning, growth strategies, and driving customer satisfaction.

Key Responsibilities
  • 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 Customer 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 a 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.

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