Customer Success Manager - North East US territory

In this role, you will:

• Manage a portfolio of customers to drive greater business value and ensure our customer investments are being optimally leveraged.
• Act as a strategic partner with insights into customer objectives and driving product adoption by aligning Progress's features and functionality with customers' overall business needs.
• Ability to understand and identify Progress services and offerings and how they help meet customer’s objectives leading to upsell opportunities.
• Acting as a liaison between product management and the customer with a focus on communicating the Progress Roadmap and how this will influence customer activities.
• Collaborating cross functionally with account team members to create a seamless & optimal customer experience.
• Hold quarterly account reviews to discuss status of account and future business opportunities. 
• Implement comprehensive engagement and communication strategies to maintain high customer satisfaction and minimize churn.
• Develop metrics, processes, and best practices to optimize customer value and satisfaction.
• Serve as the primary interface for managing and resolving critical situations within accounts.

Expected results within 3-6 months:

• A proficient knowledge of Progress Software INFRA products, services and offerings.
• Self-sufficient management of a portfolio of 25 customers in the United States.
• Detailed & prioritized account plan development, including product adoption strategies and the identification of any upsell opportunities.
• Manage and establish customer relationships including key executives and decision makers
• Timely execution of customer success engagements.

Your background: 

• 3+ years in Customer Success, with a proven ability to manage relationships in complex organizations, including Fortune 500 and Global 2000 customers.
• Bachelor’s degree or equivalent work experience.
• Demonstrated experience in customer management within a software or SaaS environment, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels.
• Experience with Gainsight and Salesforce.
• Strong verbal and written communication skills, including the ability to chair meetings with executive leadership.
• Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services and Product Management).
• Certifications in customer success, project management, or related fields are a plus.
• Ability to travel up to 20%

If this sounds like you and fits your experience and career goals, we’d be happy to chat.   

What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with and also to enjoy:  

• Medical, dental, vision, life & disability, and financial benefits (including 401(k) retirement savings plan. Tuition Reimbursement program. Additional voluntary benefits including crucial illness/hospital indemnity, identity theft protection, auto & home insurance, legal, and pet insurance. 
• Competitive salary, uncapped commission, and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback
• Flexible paid vacation time, paid day off for your birthday, and company holidays. A variety of leave plans, including Parental Leave.
• Employee Assistance Program (EAP) and an employee well-being program focusing on physical, mental, and financial health.