Customer Success Manager

Malbek

15d

About The Position

Malbek is seeking an experienced Customer Success Manager to guide enterprise customers through onboarding, adoption, optimization, and long-term value realization. The CSM serves as a trusted advisor, translating business goals into success plans while helping customers manage CLM processes, organizational change, integrations, and AI-enabled capabilities.

Requirements

5+ years in Customer Success, Professional Services, SaaS Implementation, Strategic Account Management, or a similar B2B SaaS customer-facing role.
Experience leading enterprise onboarding, implementation transitions, post-go-live adoption, and value realization for complex SaaS solutions.
Practical CLM experience or substantial experience with legal, procurement, sourcing, commercial operations, or contract-driven processes.
Strong knowledge of the SaaS customer lifecycle, including adoption, optimization, risk management, retention, renewal, and expansion.
Ability to lead strategic conversations with executive, business, administrative, and technical stakeholders.
Experience developing success plans, adoption strategies, governance models, executive reviews, and risk mitigation plans.
High-level understanding of APIs and enterprise integrations, including data flows, authentication, webhooks, dependencies, and common SaaS integration patterns.
Experience supporting adoption, use-case identification, responsible enablement, governance, or value realization for AI-enabled software.
Excellent communication, presentation, facilitation, analytical, and executive stakeholder-management skills.
Ability to manage multiple enterprise engagements and cross-functional dependencies in a fast-paced environment.

Nice To Haves

Experience with CLM or adjacent legal, procurement, CRM, ERP, document, identity, or workflow technology.
Knowledge of contract management, legal operations, procurement, sourcing, compliance, or commercial operations.
Experience partnering with implementation, architecture, technical account, integration, or product teams.
Familiarity with customer success platforms and support or work-management tools such as Planhat, Gainsight, Zendesk, Jira, or Azure DevOps.
Strong Microsoft Office skills and experience creating executive-ready customer materials.
Experience supporting Life Sciences or other highly regulated organizations is a plus.

Responsibilities

Own the post-implementation customer journey, including onboarding readiness, adoption, health, retention, renewal, and value realization.
Lead onboarding and post-go-live programs covering stakeholder alignment, success planning, enablement, adoption milestones, and steady-state transition.
Build success plans that connect business objectives, measurable outcomes, milestones, risks, dependencies, and product capabilities.
Advise customers on CLM best practices across intake, authoring, review, approvals, execution, repository management, obligations, reporting, and governance.
Drive adoption, monitor health and engagement indicators, and coordinate recovery plans when risks arise.
Lead customer health reviews, executive business reviews, and strategic sessions that communicate progress, value, risks, recommendations, and next steps.
Support change management, governance, stakeholder readiness, and sustained adoption.
Partner with Account Management on renewal and expansion by documenting outcomes and maintaining relationships with decision-makers.
Collaborate with Professional Services, Technical Account Management, Support, Product, Sales, and Marketing to coordinate customer outcomes.
Represent the voice of the customer and improve Malbek’s success playbooks, templates, health models, and scalable programs.