- Company Name
- Jitterbit
- Job Title
- Customer Success Manager
- Job Description
-
**Job Title:** Customer Success Manager
**Role Summary:**
Drive strategic customer success for an iPaaS, APIM, and no‑code integration platform by delivering high adoption, renewal, and expansion outcomes. Act as the customer’s trusted advisor while coordinating cross‑functional teams to meet business objectives and ensure a seamless product experience.
**Expectations:**
- 6+ years of customer or partner success experience with proven renewal/expansion results.
- Ability to manage and influence multiple internal and external stakeholders in a fast‑paced, executive‑level environment.
- Maintain accurate forecasting, risk assessment, and documentation in the company CRM.
**Key Responsibilities:**
- Master platform processes and tools; conduct onboarding kickoffs, business reviews, and operational reviews within first 60 days.
- Own a portfolio of strategic accounts: understand initiatives, map journeys, define success plans, and identify upsell opportunities.
- Review contractual agreements, assess compliance, and propose adjustments to align delivery with agreed scope.
- Collaborate with Partners, Technical Support, Operations, Engineering, Marketing, Sales, Executives, and Finance to deliver on customer expectations and hold deliverables to schedule.
- Articulate the platform’s value proposition, uncover new use cases, and tailor messaging by industry/domain.
- Forecast renewals and expansions, manage risk, and maintain target renewal rate and expansion goals in the CRM.
- Document account health, risks, success plans, proposals, and engagement artifacts; flag candidates for marketing activations (case studies, references).
- Escalate and resolve technical or business issues, ensuring resolution aligns with customer priorities.
- Partner with Account Executives to shape account strategy based on customer initiatives.
**Required Skills:**
- Stakeholder management & cross‑functional collaboration
- Strong communication (verbal & written) and presentation skills
- Conflict resolution and negotiation
- CRM (e.g., Salesforce) and data‑analytics proficiency
- Process mapping and documentation
- Understanding of integration, API, and no‑code platform concepts
- Customer advocacy and problem‑solving mindset
**Required Education & Certifications:**
- Bachelor’s degree in Business, Information Technology, or related discipline
- Professional certification preferred: Certified Customer Success Manager (CCSM), Salesforce Certified Administrator/CRM, or integration‑platform certification (e.g., MuleSoft, Dell Boomi)