Job Purpose:
As a Customer Success Manager you’ll play a pivotal role in driving customer engagement, satisfaction, and product adoption. You will work cross-functionally with Account Management, Support, and Professional Services teams to ensure our customers are achieving their desired outcomes. This role serves as the primary post-sales relationship owner, ensuring customers realise maximum value from our products while identifying growth opportunities.
Key Accountabilities/BAU Objectives:
- Serve as the primary point of contact for a defined portfolio of customers, ensuring consistent and high-quality engagement.
- Monitor customer health, product adoption, and engagement metrics to proactively identify risks and growth opportunities.
- Act as the voice of the customer internally, providing structured feedback to Product, Support, and Marketing teams.
- Partner with Account Executives to identify upsell and cross-sell opportunities, as well as renewal risks, while maintaining clear ownership boundaries.
- Proactively manage and mitigate churn risks, coordinating with relevant teams to drive customer retention.
- Track, analyse, and report on key customer success metrics and KPIs to inform decision-making and performance improvements.
- Drive product adoption and value realisation through regular check-ins, business reviews, and strategic planning sessions with customers.
Key Skills:
- 5+ years of Customer Success, Account Management, or Client Services experience in a SaaS or enterprise tech environment.
- Familiarity with CS tools (Gainsight, ChurnZero, etc.) and CRM platforms (Salesforce preferred).
- Proven track record in driving adoption and increasing product usage.
- Experience with cross functional relationships and operating to a strategic vision
- Knowledge of procurement or finance-related SaaS platforms is desirable
Key Values:
- Customer centric approach. Acknowledge and understand customer perspectives and ability to build trust
- Exceptional problem solving skills and reliability
- Adaptability whilst focussing on strategic picture
- Ability to build strong relationships and focus on active listening, both with customers and internally across functions
- Accountability for customer outcomes and meeting customer needs
About Proactis
Proactis is a leading Source-to-Pay software solution provider for mid-market organisations across a range of service-led industries. Our end-to-end modular platform enables customers to control spend and manage supply-chain risk; improve compliance and governance of their purchasing activities; reduce the cost of goods and services; and deliver efficiencies, all through process digitisation and automation.