Customer Success Manager

Lead Customer Success ManagerThe 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.Specific job duties include the following: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.Uses the following tools and technologies: Hubspot, Totango, Salesforce, B2B SaaS, Inspectorio Platform (Sight, Risk, Traceability, Lab Testing), Jira, Confluence, Asana, Miro, Figma, BigQuery, Google Cloud Platform, Excel (Advanced), Google Sheets (Advanced).Travel required up to 25% of the time per year within the U.S. and Canada.QualificationsThis position requires a Bachelor's degree or equivalent in Business Administration, Economics, or a related field and two (2) years of experience in a related occupation. Must also have 24 months of experience with each of the following:Managing and measuring success of information technology projects, including return-on-investment (ROI).Driving business development efforts for information technology products, using Salesforce, B2B, and SaaS.Defining changes in IT contracts, subscription agreements, non-disclosure agreements, and similar contract riders.Conducting business analysis on process mapping and advising customers on IT products/platform configurations.Utilizing the following tools and technologies: Hubspot, Totango, Jira, Confluence, Asana, Miro, Figma, BigQuery, and Google Cloud Platform.Employer will accept experience gained concurrently.Full-time position. HQ in Minneapolis, MN. Telecommuting (work from home office) is available from anywhere in the US. Please apply online at $87,506 to $120,000/year. We offer standard company benefits, including health, dental, vision, 401(k) retirement plan, commuting benefits, and employee referral bonuses. Visit our website for a general description of our benefits.BenefitsUnlimited Annual Leave: We prioritize your well-being and trust you to manage your time.Flexible Working: Whether from home, a coffee shop, or our global hubs, work where you're most comfortable.Project Ownership: You get to lead the initiatives you're passionate about, professionally or socially.Grow with us: We're invested in your personal and professional development.Global, diverse, and innovative team: Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation.Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself.Celebrate together: Enjoy remote and hub company and team events that strengthen our bonds and build a fun culture.Our ValuesEXCELLENCE: We pursue mastery and craftsmanship. "Good enough" is our enemy. We have a thirst and desire for knowledge. There's always an opportunity to be better.AUTONOMY: We act independently when recognizing opportunities for improvement. We seek guidance and clear goals instead of orders. We self-assess the quality and impact of our work.COURAGE: We share our opinion, even if it's uncomfortable. We are candid with colleagues. We are willing to experiment and try something new, even if we're not sure it will succeed.HUMBLENESS: We crave opportunities to learn from the people around us. We leave our egos outside the office. We focus on listening to other perspectives.