Customer Success Manager

Graitec

14h

About The Position

Drive customer retention, product adoption, and satisfaction by leveraging key skills in customer engagement, solution enablement, and value delivery. This role focuses on outcomes rather than tenure, ensuring every customer interaction is guided by capability, agility, and impact. Client Success Planning & Strategic Alignment: Co-create Client Success Plans (CSPs) that align Graitec technologies with client outcomes. Facilitate quarterly Impact Review Calls (IRCs) to assess progress and value delivery. Customer Engagement & Relationship Management: Build trusted advisor relationships with assigned accounts (1:100 ratio). Lead onboarding and adoption journeys for new solutions. Act as the customer’s voice internally, advocating for their needs and feedback. Renewals & Growth Enablement: Drive renewals across A/B segments in partnership with Account Executives. Identify upsell and cross-sell opportunities aligned to customer goals. Provide renewal quotes and manage timelines proactively. Collaboration & Escalation Management: Partner with Sales on territory planning and account strategy. Lead resolution of at-risk customer escalations through cross-functional collaboration. Contribute to the development of customer communication templates. Operational Excellence & Data Stewardship: Maintain accurate records of customer interactions and opportunities in Microsoft Dynamics CRM. Track and report on customer success metrics including ACV growth, onboarding rates, and NPS. Customer Centricity & Advocacy: Ability to understand customer goals and translate them into actionable success plans. Skilled in conducting strategic conversations and impact reviews. Consultative Communication & Influence: Strong verbal and written communication skills. Ability to present solutions, guide decision-making, and influence outcomes. Solution Mapping & Value Realization: Capacity to match Graitec and Autodesk solutions to customer challenges. Skilled in identifying opportunities for technology expansion. Collaboration & Cross-Functional Coordination: Proven ability to work across matrixed teams to deliver customer outcomes. Skilled in managing multiple stakeholders and priorities. Agility & Problem Solving: Comfortable navigating ambiguity and adapting to change. Creative problem solver with a proactive mindset. Digital Fluency & CRM Proficiency: Proficient in Microsoft Office and Dynamics CRM. Able to manage data, track metrics, and report insights.

Requirements

Ability to understand customer goals and translate them into actionable success plans.
Skilled in conducting strategic conversations and impact reviews.
Strong verbal and written communication skills.
Ability to present solutions, guide decision-making, and influence outcomes.
Capacity to match Graitec and Autodesk solutions to customer challenges.
Skilled in identifying opportunities for technology expansion.
Proven ability to work across matrixed teams to deliver customer outcomes.
Skilled in managing multiple stakeholders and priorities.
Comfortable navigating ambiguity and adapting to change.
Creative problem solver with a proactive mindset.
Proficient in Microsoft Office and Dynamics CRM.
Able to manage data, track metrics, and report insights.

Responsibilities

Co-create Client Success Plans (CSPs) that align Graitec technologies with client outcomes.
Facilitate quarterly Impact Review Calls (IRCs) to assess progress and value delivery.
Build trusted advisor relationships with assigned accounts (1:100 ratio).
Lead onboarding and adoption journeys for new solutions.
Act as the customer’s voice internally, advocating for their needs and feedback.
Drive renewals across A/B segments in partnership with Account Executives.
Identify upsell and cross-sell opportunities aligned to customer goals.
Provide renewal quotes and manage timelines proactively.
Partner with Sales on territory planning and account strategy.
Lead resolution of at-risk customer escalations through cross-functional collaboration.
Contribute to the development of customer communication templates.
Maintain accurate records of customer interactions and opportunities in Microsoft Dynamics CRM.
Track and report on customer success metrics including ACV growth, onboarding rates, and NPS.