Customer Success Manager

Customer Success Manager

IOTAP is the creator of Work 365. Work 365 is a SaaS application for companies generating revenue through a subscription model. Work 365 users are Services companies and Cloud Resellers that are looking to grow their revenue. We have users around the world and global team that supports our customer's needs. We are looking for someone with an imagination that can work in a fast-paced environment, with a global team with plenty of flexibility and opportunity to grow. You will be working with the business leaders to drive outcomes in a fast-growing market.

As a Customer Success Manager, you will partner with customer stakeholders to understand their business objectives and align Work 365's solutions accordingly, supporting growth in our scale-up accounts and interacting with founders, owner-operators, and other C-level executives within our scale-up accounts. You will monitor customer adoption, drive engagement, and support customers throughout their journey. This role is ideal for someone with a strong technical aptitude, customer-first mindset, and problem-solving skills.

Key Responsibilities

• Guide customers to success by developing and executing strategic account plans focused on adoption, retention, and measurable outcomes
• Monitor and analyze customer usage data to identify adoption trends, risks, and opportunities
• Gather customer feedback to drive product improvements and advocate for user needs internally
• Collaborate cross-functionally with onboarding, technical support, and product teams to resolve issues and optimize customer experience
• Find paths for success, helping them unlock the full potential of Work 365's features
• Manage and maintain customer product catalogs, including subscriptions, invoicing, and CSP integrations
• Ensure contract adherence while supporting clients through renewals, expansions, and changes
• Support customer escalations, troubleshooting business and technical challenges efficiently

Requirements

• 2+ years of experience in customer success, account management, consulting, or a related role (SaaS or software experience preferred)
• Strong relationship management skills, with a customer-centric and empathetic approach
• Technical proficiency comfortable explaining complex processes to both technical and non-technical stakeholders
• Excellent communication skills (written, verbal, and presentation)
• Data-driven mindset, able to use metrics and analysis to make strategic decisions
• Project management skills capable of juggling multiple priorities in a fast-paced environment
• Experience with Microsoft Dynamics, Power Apps, or CSP programs
• Strong troubleshooting and problem-solving skills, with a proactive approach to issue resolution
• Detail-oriented with a sense of urgency, thriving in an environment that requires quick responses