Customer Success Manager

Decisions is a fast-growing, private-equity-backed technology company that provides an integrated workflow and rules platform for business process automation (BPA). Trusted by top Fortune 500 firms and SMBs worldwide, Decisions empowers diverse industries around the globe to streamline and improve their processes, enhancing efficiency and yielding results, regardless of technical expertise. This no-code automation platform seamlessly integrates AI tools, rules engines, and workflow management, enabling the transformation of customer experiences, modernization of legacy systems, and the achievement of automation goals three times faster than traditional software development.

The Decisions Customer Success Manager partners with our clients to maximize the value they receive from Decisions. Our customers come to Decisions with an idea in hand that they want to turn into software that will help them achieve their goals. Your job is to help them turn that idea into reality, and then work with them to drive new use cases and ongoing adoption. Along the way, you’ll get to know multiple stakeholders within each organization, working with them on everything from technical escalations to success planning to renewal negotiations.

This position is open to fully remote applicants in the Southeast region of the United States only.

Key Objectives

Objective #1: Identify customer goals and craft a plan for success

• Be the Voice of the Client to inform our sales process and product roadmap.
• Enable successful roll-out of Decisions to client employees/customers.
• Share and help develop relevant creative assets, brainstorming ideas, and attend launches virtually or in person.
  
  

Objective #2: Oversee the customer use case backlog and help move projects into production

• Collaborates closely with the Solutioning and Sales teams to support client proof of concepts, renewals, and expansion opportunities.
• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.
• Work with customers to ensure they are leveraging Decisions effectively and finding value in our services.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
  
  

Objective #3: Serve as the Voice of the Customer during escalations and projects, ensuring their needs are met

• Serves as day-to-day customer liaison and lead point of contact to ensure successful and timely completion of customer requests.
• Identifies opportunities for clients to act as Decisions advocates (e.g. testimonials, case studies, white papers).
• Maintain a detailed understanding of products and services.
• Conduct weekly, quarterly and annual customer success reports to ensure customers optimize our product/service, issues are resolved proactively, and customer goals are met.
  
  

Objective #4: Own client renewals and net revenue, effectively capturing the value we create for customers

• Works with internal technical and support teams to ensure customers receive best-in-class technical, process, and product-specific consulting.
• Facilitates and directs activities needed across the Decisions organization to support client needs.
• Identify and prioritize product/service updates that reflect customer requests, industry, market and competitor trends and report to key stakeholders.
  
  

Specialized Experience

• Proven work experience as a Customer Success Manager or a similar customer-facing role
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product or service
• Accountability and personal organization are essential
• Experience in managing a diverse group and training / delivering information according to company standards
• A communications, technology, or marketing degree is preferred but not required
• Up to 25% travel may be required for this position