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AI Summary
The Customer Success Manager will act as a strategic partner to clients, driving service adoption, identifying growth opportunities, and ensuring long-term success. They will collaborate across internal teams to deliver a consistent customer experience while championing the voice of the customer to influence product and service improvements.
Bring the Dennemeyer Solutions into the core of the client’s business with a proactive, client-centric, and sustainable approach.
As a Customer Success Manager, you will serve as a strategic partner and trusted advisor to our customers, helping them maximize the value of Dennemeyer's services and solutions throughout their lifecycle. You will work closely with customers to understand their business objectives, drive adoption, identify growth opportunities, and deliver measurable outcomes. By collaborating across teams and championing the voice of the customer, you will play a key role in enhancing customer satisfaction, retention, and long-term success while contributing to business growth.
Your Responsibilities
Post-Sales Customer Engagement & Strategic Support Management
- Build and maintain strong customer relationships by serving as a trusted advisor throughout the customer lifecycle.
- Develop a deep understanding of each customer's business objectives and long-term goals to create tailored success strategies with measurable outcomes.
- Deliver value in every customer interaction by providing guidance on workflows, best practices, and solutions that support business success.
- Proactively identify challenges and pain points, recommending effective solutions based on industry best practices and customer insights.
- Educate customers on Dennemeyer's services, software solutions, and product enhancements to drive engagement, adoption, and long-term value.
- Identify and communicate upsell, cross-sell, and expansion opportunities that align with customer objectives.
- Partner with Business Development Managers on pre-sales engagements, as needed, to demonstrate the value of Dennemeyer's customer success approach and post-sales support model.
Cross-Functional Collaboration
- Collaborate with internal teams to deliver seamless and consistent customer experience.
- Share customer insights, feedback, and business intelligence to support informed decision-making and customer-focused outcomes.
- Advocate for customer success by ensuring organizational efforts remain aligned with customer goals and business objectives.
- Conduct regular customer health checks and analyze key metrics, including product adoption, engagement, satisfaction, financial performance, churn risk, and feedback trends.
- Leverage data and analytics to identify at-risk accounts, uncover growth opportunities, and develop proactive engagement strategies.
- Partner with cross-functional teams to support upsell, cross-sell, and account expansion initiatives.
- Develop and refine data-driven customer success playbooks that support scalable and repeatable business practices.
- Foster strong relationships between customers and operational teams to facilitate collaboration, issue resolution, and ongoing success.
- Serve as the primary point of contact for coordinating customer communications and ensuring consistent messaging across teams.
Voice of the Customer (VoC) Leadership
- Champion the voice of the customer by implementing feedback mechanisms that drive continuous improvement across the customer experience.
- Analyze customer feedback, including Net Promoter Score (NPS) results and satisfaction metrics, to identify trends and opportunities for improvement.
- Collaborate with Product Management and Development teams to influence product enhancements and roadmap priorities based on customer insights.
- Support Sales and Marketing initiatives through customer success stories, case studies, and reference programs.
- Provide actionable recommendations based on customer feedback and market trends to improve products, services, and overall customer satisfaction.
Customer Retention & Revenue Growth
- Drive customer retention by proactively identifying risks, developing mitigation strategies, and supporting long-term customer success.
- Analyze customer performance trends, wins, and losses to identify opportunities for growth and continuous improvement.
- Increase customer lifetime value (LTV) while minimizing churn through strategic account management and value-driven engagement.
Your Profile
- Experience in Intellectual Property (IP) lifecycle management and customer success or customer experience management.
- Strong understanding of IP processes, services, and related business workflows.
- Excellent interpersonal, relationship-building, communication, and presentation skills.
- Self-motivated, proactive, and results-driven, with a strong sense of ownership.
- Strong analytical, problem-solving, and critical-thinking abilities.
- Ability to collaborate effectively with cross-functional teams and stakeholders.
- Experience developing, documenting, and maintaining standard operating procedures (SOPs).
- Customer-centric with an empathetic and consultative approach.
- Active listener with strong relationship-management skills.
- Adaptable, resilient, and comfortable working in a fast-paced environment.
- Continuous learner with a growth mindset and commitment to professional development.
- Collaborative team player committed to delivering exceptional customer experiences and business outcomes.
Dennemeyer is an Equal Opportunity Employer. Dennemeyer does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
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