Customer Success Manager
RemoteUnited States
Job Summary
Build and maintain strong customer relationships by serving as a trusted advisor throughout the customer lifecycle. Develop tailored success strategies with measurable outcomes and deliver value through guidance on workflows, best practices, and solutions. Proactively identify challenges, recommend effective solutions based on industry best practices, and educate customers on Dennemeyer's services and software to drive adoption. Identify and communicate upsell, cross-sell, and expansion opportunities that align with customer objectives while partnering with Business Development Managers on pre-sales engagements. Conduct regular customer health checks, analyze key metrics including product adoption and churn risk, and leverage data to develop proactive engagement strategies. Champion the voice of the customer by implementing feedback mechanisms, collaborating with Product Management to influence roadmap priorities, and supporting Sales and Marketing initiatives through success stories. Drive customer retention by developing mitigation strategies for at-risk accounts and increasing customer lifetime value through strategic account management.
Required Qualifications
- Experience in Intellectual Property (IP) lifecycle management
- Experience in customer success or customer experience management
- Strong understanding of IP processes, services, and related business workflows
- Excellent interpersonal, relationship-building, communication, and presentation skills
- Self-motivated, proactive, and results-driven, with a strong sense of ownership
- Strong analytical, problem-solving, and critical-thinking abilities
- Ability to collaborate effectively with cross-functional teams and stakeholders
- Experience developing, documenting, and maintaining standard operating procedures (SOPs)
- Customer-centric with an empathetic and consultative approach
- Active listener with strong relationship-management skills
- Adaptable, resilient, and comfortable working in a fast-paced environment
- Continuous learner with a growth mindset and commitment to professional development
- Collaborative team player committed to delivering exceptional customer experiences and business outcomes
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