Job details

Customer Success Manager- Remote

With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world’s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 10 million contracts worth more than $1 trillion, in 40+ languages and 93 countries.

Who we are: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination

The Customer Success Manager, CSM, is the frontline for engaging with our top customers to meet their Icertis adoption goals and business outcomes. The CSM proactively engages directly with our customers to define outcome success metrics, identify value opportunities, drive adoption and value realization to meet and exceed desired business outcomes for both our customers and Icertis. The CSM will be responsible for partnering across Icertis to advocate on behalf of our customers to drive solution adoptability, churn reduction, customer reference-ability, and NPS while driving executive alignment within our customers to understand and/or define program goals, challenges, to drive accountability and maximum value realization.

What you will do:

Drive customer engagements focused on the customer’s program and solution usage to result in platform adoption, contract renewals, and revenue expansion
Develop customer relationships aiming to serve as trusted advisor helping customer increase adoption and value
Maximize customer’s adoption, develop and measure success goals and address program roadblocks if presented
Proactively identify, forecast, and mitigate revenue churn
Build success plans to remediate adoption-oriented churn risk and NPS feedback
Develop customer specific plans to accelerate value creation from the platform leading to customer renewals and platform expansion
Introduce new (and unused) platform innovations and articulate value to motivate customers to deploy and adopt to maximize platform effectiveness, stickiness, and value realization
Become subject matter expert with broad and deep knowledge of contract lifecycle management processes and develop the skills and expertise of all Customer Success resources
Develop tools and processes to accelerate customers adoption of Icertis platform capabilities
Contribute to the continuous improvement of the Customer Success team by sharing knowledge, best practices, process improvements, and customer success stories with your colleagues across the globe
Work cross functionally with Icertis teams to deliver customer success
Identify expansion opportunities within existing customers
Demonstrate functional and platform expertise at customer and partner events

What you will bring:

Fluency in English is required, other languages are a plus
5+ years of experience, through a combination of technology, contracting, legal, commercial and / or consulting
2+ years of customer facing experience, through a combination of technology, commercial and / or consulting
Flexibility around customer engagements and doing what is required to support the business
Experience with implementing leading practices related to SaaS solutions, preferably contract lifecycle management platforms and solutions
Demonstrated experience in program and customer management
Ability to drive multiple priorities and handle complex customer relationships through partnering and ensuring accountability
Ability to quickly establish credibility and foster trust-based relationships at all levels with customers
Desire to work in a collaborative team environment and willingness to share leading practices regularly with the team
Experience aligning customer business problems and our solutions by understanding the platform landscape
Bachelor’s Degree required, MBA a plus
Ability to travel up to 40%

Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to careers@icertis.com or get in touch with your recruiter.

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Icertis is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complimentary.