Customer Success Manager - Chef products

Progress

16d • Remote

About The Position

Progress (Nasdaq: PRGS) is a trusted provider of software that enables customers to develop, deploy, and manage responsible, AI-powered applications and experiences with agility and ease. The company prides itself on a diverse, global team that values individual perspectives. This remote Customer Success Manager role, based in the TX area, is responsible for post-sales activity for Progress Software’s most strategic and key customers, serving as their primary point of contact. This individual contributor will work closely with the Progress Software Chef group to help customers achieve desired business outcomes, ensure customer retention, and build strong relationships. The CSM is an experienced professional capable of working independently while influencing others to provide premier service to strategic customers. The role requires strong relationship-building skills, strategic planning abilities, and a keen focus on customer success to develop and support strategic customers, collaborating with internal and external stakeholders, including executive leadership, to ensure optimal utilization of products and solutions.

Requirements

• 3+ years in Customer Success, with a proven ability to manage relationships in complex organizations, including Fortune 500 and Global 2000 customers.
• Bachelor’s degree or equivalent work experience.
• Demonstrated experience in customer management within a software or SaaS environment, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels.
• Experience with both Gainsight and Salesforce are required.
• Strong verbal and written communication skills, including the ability to chair meetings with executive leadership.
• Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services and Product Management).
• Ability to travel up to 20%

Nice To Haves

• Certifications in customer success, project management, or related fields are a plus.

Responsibilities

• Manage a portfolio of customers to drive greater business value and ensure our customer investments are being optimally leveraged.
• Act as a strategic partner with insights into customer objectives and driving product adoption by aligning Progress's features and functionality with customers' overall business needs.
• Ability to understand and identify Progress services and offerings and how they help meet customer’s objectives leading to upsell opportunities.
• Acting as a liaison between product management and the customer with a focus on communicating the Progress Roadmap and how this will influence customer activities.
• Collaborating cross functionally with account team members to create a seamless & optimal customer experience.
• Lead customer meetings, QBR's, facilitate strategic business reviews when required.
• Implement comprehensive engagement and communication strategies to maintain high customer satisfaction and minimize churn.
• Develop metrics, processes, and best practices to optimize customer value and satisfaction.
• Serve as the primary interface for managing and resolving critical situations within accounts.
• A proficient knowledge of Progress Software Chef product, services and offerings.
• Self-sufficient management of a portfolio of 25 customers in the United States.
• Detailed & prioritized account plan development, including product adoption strategies and the identification of any upsell opportunities.
• Manage and establish customer relationships including key executives and decision makers
• Timely execution of customer success engagements.

Benefits

• Medical, dental, vision, life & disability, and financial benefits (including 401(k) retirement savings plan).
• Tuition Reimbursement program.
• Additional voluntary benefits including crucial illness/hospital indemnity, identity theft protection, auto & home insurance, legal, and pet insurance.
• Competitive salary, uncapped commission, and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback
• Flexible paid vacation time, paid day off for your birthday, and company holidays.
• A variety of leave plans, including Parental Leave.
• Employee Assistance Program (EAP) and an employee well-being program focusing on physical, mental, and financial health.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees