Customer Success Manager

We are seeking a highly motivated and customer-centric individual to join our team in Dublin as Customer Success Manager (CSM).
As a Customer Success Manager (CSM), you will play a crucial role in ensuring the success and satisfaction of our valued customers.
Milient
is an innovative SaaS company developing comprehensive project management software.
Our products are used daily by project-driven businesses, including architects, consultants, and engineers.
At Milient, we value innovation, collaboration, and continuous learning.This role is based in Dublin, with a working start time of approximately 11:00 AM, to support our US-based customers.
Responsibilities:
Develop strong customer relationships, serving as their primary point of contact and trusted advisor for all post-sales activities.
Proactively engage with customers to understand their business needs, goals, and challenges, and provide strategic guidance to maximize the value they derive from our software.
Onboard new customers and guide them through the implementation process, ensuring a seamless and successful adoption of Milient's solution.
Conduct product demonstrations and training sessions to educate customers on Milient's features, functionalities, and best practices.
Monitor customer usage and adoption of Milient, identifying opportunities for upselling and cross-selling additional features or services.
Regularly conduct check-ins with customers to review their usage, address any questions or concerns, and provide ongoing support and guidance.
Collaborate closely with the global CS as sales teams to identify opportunities for account expansion and support the renewal process by conducting contract negotiations and securing renewals.
Advocate for customer needs within the organization, working closely with product management and development teams to provide feedback, churn prevention, and suggest enhancements or new features.
Continuously monitor customer health metrics, such as satisfaction, engagement, and retention, and take proactive steps to address any potential risks or issues.
Stay updated on industry trends, best practices, and competitor offerings to ensure customers are getting the most value from Milient's solution.
Serve as a customer advocate, gathering feedback and relaying it to the appropriate teams to drive product improvements and enhance the overall customer experience.
Contribute to the development of customer success strategies, processes, tools, and resources to scale and optimize the customer success function.
Who are you?
3+ years' proven experience in a customer success or account management role, preferably in the software or SaaS industry.
Exceptional customer relationship management skills, with a genuine passion for driving customer success and satisfaction.
Excellent communication and presentation skills, with the ability to effectively engage with stakeholders at all levels.
Strong problem-solving and critical-thinking abilities, with a proactive and solution-oriented mindset.
Ability to work independently, manage multiple customer relationships, and prioritize tasks effectively.
Demonstrated track record of achieving customer retention and expansion goals.
Technical proficiency and the ability to understand and effectively communicate software concepts.
Familiarity with CRM systems and customer success platforms.
Strong organizational skills and attention to detail.
A bachelor's degree in a relevant field is preferred.
Fluent in English (required for effective communication with international customers and team).
Why
Milient?
You'll be joining a company in exciting growth, working with innovative SaaS products, great colleagues, and a fast-paced, collaborative culture where ambition is welcomed.
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