Sr. Customer Success Manager

Introduction:

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. 

visit: www.work365apps.com 

Key Responsibilities

Customer Relationship & Success Strategy

• Partners with the Enterprise Account Manager (EAM), who owns account growth and strategic expansion.
• Support the EAM’s Enterprise strategic account plan and execution and aligning Work 365 capabilities to customer goals.
• The Senior Customer Success Manager (CSM) focuses on adoption, satisfaction, and value realization, supporting the EAM in cultivating and retaining key accounts.
• Build and maintain strong relationships with key customer stakeholders, from business leaders to technical professionals, to drive value realization
• Act as a trusted advisor, guiding customers on best practices, industry trends, and optimizing Work 365 for their operations
• Advocate for customers internally, ensuring feedback and high-priority issues are surfaced to product and engineering teams
• Collaborate with Enterprise Sales Team on contract renewals and expansions, ensuring customers see continuous value and ROI from Work 365
• Identify and mitigate risks of churn, working proactively to address adoption challenges and customer pain points

Technical & Business Alignment

• Leverage data-driven insights to track customer health, usage trends, and adoption gaps, ensuring continuous engagement and value delivery
• Identify opportunities where Work 365’s product offerings can further optimize customer operations and efficiency
• Partner with cross-functional teams, including Product, Engineering, Sales, and Support, to align customer needs with Work 365’s roadmap and capabilities
• Provide structured feedback on product improvements, identifying gaps and advocating for feature enhancements that benefit customers
• Ensure customers are aligned with Microsoft Dynamics, Power Platform, and CSP program best practices to drive operational success

Leadership & Customer Advocacy

• Engage in executive-level conversations, positioning Work 365 as a critical component of the customer’s business operations
• Lead strategic business reviews, presenting data-driven insights and recommendations to drive deeper adoption
• Orchestrate internal resources to ensure seamless collaboration between teams and timely resolution of customer challenges
• Actively identify and execute expansion opportunities, helping customers discover new functionalities and capabilities within Work 365
• Develop frameworks and methodologies for scaling customer success initiatives across multiple accounts

• 3+ years of experience in Customer Success, Account Management, or Consulting within a SaaS, cloud, or subscription-based environment
• Proven ability to manage strategic customer relationships, influence stakeholders, executive and senior leaders, and drive measurable business outcomes
• Strong business acumen, with the ability to align SaaS solutions with customer business objectives
• Experience with Microsoft Dynamics, Power Platform, or CSP programs is a huge plus
• Excellent communication and presentation skills, capable of engaging with both technical and business audiences
• Data-driven mindset, leveraging analytics to track customer health, usage trends, and areas for improvement
• Proactive problem-solving and troubleshooting skills, able to address challenges before they impact customer retention
• Project management skills, with experience juggling multiple customer initiatives in a fast-paced environment