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Customer Success Manager, EMEA
OnePlan
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Posted on Feb 21, 2025
At OnePlan, we specialize in creating AI-enabled solutions that make strategic portfolio, financial, resource, and work management seamless. We help businesses bridge the gap between strategy and execution by offering solutions that boost business agility, streamline project management, and optimize resources.
What Makes us Unique?
What truly makes OnePlan stand out is our commitment to delivering powerful solutions and fostering a culture of collaboration. We combine robust analytics with a platform that integrates seamlessly into the tools businesses already know and trust. Our high-trust, team-focused environment allows us to innovate quickly and deliver solutions that drive meaningful results for our clients. We're passionate about exceeding expectations, working together to empower organizations to succeed in a rapidly changing business landscape.
What You’ll Do at OnePlan
The Customer Success Manager is responsible for developing long-term relationships with a portfolio of assigned customers and connecting with key business executives and stakeholders. The Customer Success Manager will liaise between customers and cross-functional internal teams.⯠Our Customer Success Managers work directly with customers to enhance their overall user experience with OnePlan. The Customer Success Manager is responsible for overall customer wellbeing by monitoring customer health, acting as an escalation point for customer issues and completing annual subscription renewals. We are looking for people who have the magic combination of domain expertise, enterprise implementation project management experience, and customer management.â¯
Job Responsibilities:â¯
- Onboard new customers effectively with seamless transitions to our professional services team.⯠Transition customers from launch to their post-deployment success plans.â¯
- Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.â¯
- Working closely with Professional Services to identify new opportunities and facilitate transitions following initial or follow-on deployments.â¯
- Proactively check in with customers on a regular basis. This will typically come in the form of⯠Monthly or Quarterly Success Reviews where the CSM, and any other members of the account team, will meet with the customer to measure progress against their goals and identify/address any areas for improvement.â¯
- Reactively respond to customer requests. This is typically not in the form of technical/product issues (we have a Technical Services team that handles 1st line questions in this area) but more along the lines of license/account modifications, strategic guidance on the product, and introductions to new stakeholders or lines of business.â¯
- Monitoring and facilitating the customer’s adoption of our solution features and functionality and providing OnePlan with an understanding of their overall business needs as they relate to our products.â¯
- Leveraging customer relationships as needed for prospect references, identifying cross sell opportunities, and selling expansions.â¯
- Collaborate with product and engineering. Our CSMs help digest customer their feedback and funnel it back to the appropriate parties internally so feature requests and new product ideas get incorporated into our roadmap.â¯
- Ensure subscription and support renewals for every customer. As with any SaaS business, we try to avoid churn at all costs and our CSMs are on the front lines helping customers get the most out of OnePlan so that they love our product and renew every chance that they get!â¯
- Share your knowledge. Be a thought leader internally and externally.⯠Share insights, advocate for OnePlan leveraging events, blogs, and more.⯠It's also important that the CSM has a strong desire to help share what has worked for them in their prior CSM experience (and what hasn't) so that our team can grow and mature at an even faster rate.â¯
Requirements:â¯
- Bachelor’s degree in any discipline with a strong academic track record.â¯â¯
- 3-5 years experience in a Customer Success role (or equivalent such as customer facing services or sales role, consulting, account management, or internal services partner) that includes issue resolution and escalation management at a B2B SaaS companyâ¯
- Experience managing a book of enterprise level accountsâ¯
- Prior sales and/or portfolio management experience.â¯
- Proven ability to collaborate and build strong relationships with customers especially at the executive level.â¯â¯
- Proven ability to engage across corporate functions (Sales, Services, and Product Management).â¯â¯
- Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.â¯â¯
- Excellent organization, time management, and communication skills.â¯
- Service industry experience a plus.â¯
- Passion for customer service.â¯
This job is no longer accepting applications
See open jobs at OnePlan.See open jobs similar to "Customer Success Manager, EMEA" Aldrich Capital Partners.