Lead Customer Success Manager

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The Lead Customer Success Manager is an essential individual contributor tasked with ensuring the success of key customer accounts, prioritizing operational excellence and customer satisfaction. In this role, the Lead CSM collaborates with enterprise clients to drive positive outcomes, support seamless service delivery, and foster account retention and growth through effective relationship management. The Lead CSM manages the relationship lifecycle for assigned accounts, acting as a primary contact and working closely with internal teams to guarantee high-quality service delivery.

This position is critical in supporting senior colleagues, executing customer success strategies, and meeting customer needs efficiently. The Lead CSM will identify, escalate challenges or opportunities to senior team members, contribute to process improvements, and maintain strong relationships with both clients and internal stakeholders.

Key Responsibilities:

• Account Management: Serve as the primary point of contact for NDBS enterprise customers, cultivating strong, long-term relationships with key stakeholders and decision-makers.
• Success Strategy Development: Craft and implement customer success strategies aligned with the customers' objectives, ensuring the achievement of measurable outcomes.
• Performance Reviews: Conduct value-driven business reviews, offering insights on performance metrics (SLAs/KPIs), risk assessments, and actionable recommendations for future success.
• Customer Advocacy: Champion customer needs internally, ensuring their concerns are addressed and resolved swiftly.
• Issue Resolution: Manage and resolve intricate customer issues, coordinating with internal teams to deliver effective and timely solutions.
• Satisfaction Monitoring: Assess customer satisfaction, anticipate potential challenges, and proactively resolve issues to sustain strong relationships.
• Operational Excellence: Stay updated with managed service delivery on accounts to meet or exceed service levels and contractual obligations.
• Cross-Functional Collaboration: Work with internal teams (Consulting, Operations, Sales) to ensure alignment on customer goals, service delivery, and long-term planning.
• Growth Opportunities: Identify potential for account expansion through up-selling and cross-selling, collaborating with Sales and Product teams to enhance customer value.
• Contract Negotiations: Partner with Sales on contract renewals, ensuring terms benefit both customer success and business growth.
• Insights Contribution: Provide valuable customer insights and feedback to guide product development and go-to-market strategies.
• Thought Leadership: Contribute to the establishment of best practices and innovative approaches within the Customer Success organization.
• Mentorship: Share knowledge with fellow CSMs, fostering a collaborative culture centered on customer-centric solutions and continuous improvement.
• Metrics Tracking: Monitor, analyze, and report on key account metrics, including customer satisfaction, retention rates, and NPS.
• Action Planning: Regularly evaluate the health of key accounts, providing proactive recommendations to ensure sustained success.

Qualifications:

• Education: Bachelor’s degree required; MBA or advanced degree preferred.
• Experience: 6+ years in customer success, account management, or similar roles, ideally in SaaS, managed services, or cloud environments; 5+ years in SAP or ERP sectors managing medium to large accounts.
• Relationship Management: Demonstrated ability to handle complex, high-value customer relationships successfully.
• Customer Satisfaction: Proven track record of driving customer satisfaction and retention in a customer-facing capacity.

Skills:

• Exceptional communication, presentation, and relationship-building skills for effective engagement with executive stakeholders.
• Strong strategic thinking and problem-solving skills to develop and implement long-term customer success plans.
• Expertise in ITIL and/or Agile frameworks, project management methodologies, and customer success platforms.
• Ability to collaborate across teams to achieve customer and business objectives.
• High business acumen with skills to identify growth opportunities and deliver value.

We are excited to offer a competitive compensation package, including a robust salary, comprehensive health and dental benefits, Flexible Paid Time Off, 10 paid holidays, a 401k plan, and remote work options, among other fantastic benefits. We take pride in our firm’s growth trajectory and are always seeking top talent to join our innovative team. Thank you for your interest; we look forward to connecting with you

Please be aware that employment is contingent upon a satisfactory background check, and we participate in E-Verify. All applications should be submitted directly.

The annual base salary range for this position will be ___________ - _________. The exact compensation will be based on various factors, including organizational needs and the qualified candidate’s experience and skills.

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