Customer Success Manager

Ivalua•New York, NY

38d•$82,500 - $137,000•Hybrid

About The Position

Our Customer Success team is dedicated to our customers' success post-implementation, building long lasting partnerships with our customers, and driving strong adoption, satisfaction, and retention. With over 20 team members globally, the Americas Customer Success team needs to keep growing to satisfy demanding customers. In this context of fast growth we are looking for a proactive and motivated Customer Success Manager to join our growing team in New York. As a Customer Success Manager, you’ll play a critical role in ensuring that our customers are successful and getting value out of the Ivalua platform. You’ll support a portfolio of enterprise accounts, ensuring strong onboarding, engagement, and ongoing success. In this role, you’ll be responsible for increasing user adoption, helping identify expansion opportunities through product fit, use-case growth, and cross-functional collaboration, and addressing roadblocks if they come up. Being a people person is a necessity for this position. You’ll often find yourself traversing between business and technology topics. This role will require 30% travel to meet in-person with customers on a regular basis.

Requirements

Bachelor’s degree in relevant field preferred with a minimum of 5 years of relevant professional experience, OR Master’s degree in relevant field with a minimum of 3 years relevant professional experience, OR Equivalent combination of education and experience
Ability to identify business development opportunities with key stakeholders within existing accounts.
Experience preparing and delivering formal executive business reviews (EBRs) to senior-level executives, focusing on project milestones and customer health.
Commitment to driving continuous improvement of customer-centric initiatives, collaborating effectively with Marketing, Product, Sales, Finance, and Executive teams.
Strong leadership, project management, presentation, and business acumen skills to manage client expectations and outcomes effectively.
Proactive partnership with clients to help them achieve business objectives, educate on best practices, guide through transformations, and ensure value realization.
Ability to motivate and communicate clearly to drive adoption of new features or services.
High standards of organization, discipline, and follow-through on tasks.
Collaborative team player focused on achieving shared goals and positive results.
Bachelor’s degree or equivalent experience preferred.

Nice To Haves

Functional knowledge in Procurement, Sourcing, Supplier Risk, or Accounts Payables is a plus.

Responsibilities

Serve as the Ivalua primary advocate and trusted advisor for a portfolio of enterprise clients.
Build and nurture executive-level relationships to ensure alignment with business objectives and long-term partnership growth.
Lead executive business reviews and health assessments with senior stakeholders.
Develop and execute comprehensive success plans that align with client goals and drive measurable business outcomes.
Monitor and analyze customer usage data and KPIs to proactively identify risks and opportunities.
Lead initiatives to increase adoption, satisfaction, and retention.
Own the renewal process for assigned accounts, ensuring timely and successful contract negotiations.
Collaborate closely with Sales leadership to identify and drive upsell and cross-sell opportunities, leveraging deep product knowledge and customer insights.
Partner with Product, Marketing, Sales, Finance, and Executive teams to advocate for customer needs, influence product roadmap, and enhance the overall customer experience.
Lead or contribute to special projects and customer success initiatives that drive operational excellence.
Accurately document all customer data and interactions within our internal system of record, and report client status to all organizational levels.
Act as the Ivalua client advocate for the platform's value, demonstrate best-practice solutions for improvement or expansion, and track client feature requests with the Product Team.