Customer Success Manager

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The Customer Success Manager (CSM) is responsible for driving a positive experience within enterprise accounts, ensuring customers achieve their desired outcomes while maximizing the value from Avionte’s solutions. Acting as a trusted advisor, the CSM proactively addresses client needs, drives high levels of satisfaction, manages incident resolution, and ensures appropriate prioritization of client needs for delivery.

Key Responsibilities:
  • Incident Management & Resolution: Own and lead the resolution of customer incidents and issues. Respond to escalations promptly, ensuring proper triage and prioritization across cross-functional teams; Assemble and coordinate appropriate resources (CM, Support, Product, Development, Compliance), clearly defining roles, responsibilities, and next steps; Monitor and drive adherence to SLAs, ensuring timely and proactive issue resolution while providing consistent internal and external communication; Facilitate collaboration between teams, removing blockers and ensuring solutions are aligned with timelines; Participate in post-issue reviews to capture learnings and implement preventive measures.
  • Operational Guidance: Provide insights on application utilization recommending improvements in workflows and solutions to day-to-day challenges; Champion best practices and drive full customer return on investment through standardized workflows to prevent need for custom development; Consistently and effectively deliver the Customer Health Scorecard and other strategic communications to customer leadership; 
  • Churn Protection & Risk Management: Proactively understand customer health by identifying trends through incident (ticket) data and overall utilization of Avionte; Take ownership of mitigating risks by driving user adoption, addressing issues early and proactive where possible and recommending additional solutions to solve pain points. Partner with the assigned Account Director to develop, facilitate and support holistic and targeted action plans for at risk accounts.
  • Relationship Management: Support overall relationships with enterprise clients by understanding their business goals and providing strategic guidance. Participate in regular check-ins, business reviews, and strategic meetings.
  • Customer Advocacy & Feedback: Act as the customer’s voice within Avionté, relaying insights to product, growth, and services teams to improve the customer experience.
  • Cross-Functional Collaboration: Work with sales, professional services, development, and support teams to deliver a cohesive customer experience.
  • Reporting: Monitor customer health metrics and proactively address risks and opportunities. Report regularly on customer satisfaction, risks, and growth.
  • Expansion & Growth: Identify and influence account growth opportunities, collaborating with sales teams to drive expansions.
  • CRM & Client Records: Maintain accurate and up-to-date customer records in the CRM system.

Qualifications:
  • 3+ years of experience in Customer Success, Account Management, or Implementation Project Management, preferably in SaaS or the staffing industry.
  • Strong technical understanding of SaaS products with the ability to articulate to non-technical audiences.
  • Experience in incident management, leading resolution efforts, and managing cross-functional teams to ensure successful outcomes.
  • Proven ability to build customer relationships and influence without authority.
  • Excellent communication and organizational skills, with a customer-centric approach.
  • Bachelor’s degree preferred.
  • Experience in the staffing industry is a plus.
  • Ability to travel to customer sites as needed.
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