Lead Customer Success Manager

Inspectorio

1h•$87,506 - $120,000•Remote

About The Position

The Lead Customer Success Manager will act as a trusted business partner and technical liaison to the Company’s largest enterprise customers related to utilizing the Company’s information technology products and platform.

Requirements

Bachelor’s degree or equivalent in Business Administration, Economics, or a related field
Two (2) years of experience in a related occupation
24 months of experience managing and measuring success of information technology projects, including return-on-investment (ROI)
24 months of experience driving business development efforts for information technology products, using Salesforce, B2B, and SaaS
24 months of experience defining changes in IT contracts, subscription agreements, non-disclosure agreements, and similar contract riders
24 months of experience conducting business analysis on process mapping and advising customers on IT products/platform configurations
24 months of experience utilizing the following tools and technologies: Hubspot, Totango, Jira, Confluence, Asana, Miro, Figma, BigQuery, and Google Cloud Platform

Nice To Haves

Experience with Inspectorio Platform (Sight, Risk, Traceability, Lab Testing)
Experience with Excel (Advanced)
Experience with Google Sheets (Advanced)

Responsibilities

Managing and measuring IT project milestones and successes, including customer onboarding, workflow deployments, module expansions, and digital transformation initiatives, resulting in increased customer satisfaction, return-on-investment (ROI), and annual recurring revenue.
Establishing processes and frameworks to ensure efficient and effective team operations, ensuring adherence to budget, scope, and schedule.
Conferring with project personnel, including a customer success associate, to identify, troubleshoot, and resolve technical or operational problems.
Conducting business analysis on process mapping and advising customers on IT products/platform configurations.
Driving business development efforts by forecasting accurately, identifying product-market fit opportunities, and leading customers through the full impact journey supported by the Company’s platform.
Configuring and operationalizing technical platform components, including user roles, permissions, automation rules, workflows, item-level attributes, data-validation logic, quality-program parameters, and integrations to align with customer requirements and business rules.
Managing enterprise implementations across multiple modules, including Sight, Risk, Traceability, Lab Testing, and Production Monitoring.
Ensuring interoperability and data consistency across modules during deployment.
Serving as the primary technical escalation point, translating customer business requirements into detailed functional and technical specifications, collaborating with engineering and data-science teams to investigate system behavior, and supporting resolution of complex system issues.
Defining changes in IT contracts, subscription agreements, non-disclosure agreements, and similar contract riders.
Overseeing system testing and validation activities, including data audits, configuration reviews, and user acceptance testing (UAT), to ensure accurate execution of customer programs and compliance processes.