Customer Success Manager – North East US territory

We are Progress (Nasdaq: PRGS) – an experienced, trusted provider of products designed with customers in mind so they can develop the applications they need, deploy where and how they want, and manage it all safely and securely. 

We’re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as a Customer Success Manager and help us do what we do best: propelling business forward. This will be a remote role so working out of your home office in the United States. This will be a North East US territory and candidates will need to live in that territory accordingly.

As a Customer Success Manager, you will be responsible for post-sales activity for Progress Software’s most strategic and key customers. This role serves as the primary point of contact for these customers. This individual contributor role will provide the employee with the opportunity to work closely with other members within Progress Software INFRA organization to help customers meet their desired business outcomes, customer retention, and build relationships. 

In this role, you will:

• Manage a portfolio of customers to drive greater business value and ensure our customer investments are being optimally leveraged.
• Act as a strategic partner with insights into customer objectives and driving product adoption by aligning Progress’s features and functionality with customers’ overall business needs.
• Ability to understand and identify Progress services and offerings and how they help meet customer’s objectives leading to upsell opportunities.
• Acting as a liaison between product management and the customer with a focus on communicating the Progress Roadmap and how this will influence customer activities.
• Collaborating cross functionally with account team members to create a seamless & optimal customer experience.
• Hold quarterly account reviews to discuss status of account and future business opportunities. 
• Implement comprehensive engagement and communication strategies to maintain high customer satisfaction and minimize churn.
• Develop metrics, processes, and best practices to optimize customer value and satisfaction.
• Serve as the primary interface for managing and resolving critical situations within accounts.

Expected results within 3-6 months:

• A proficient knowledge of Progress Software INFRA products, services and offerings.
• Self-sufficient management of a portfolio of 25 customers in the United States.
• Detailed & prioritized account plan development, including product adoption strategies and the identification of any upsell opportunities.
• Manage and establish customer relationships including key executives and decision makers
• Timely execution of customer success engagements.

Your background: 

• 3+ years in Customer Success, with a proven ability to manage relationships in complex organizations, including Fortune 500 and Global 2000 customers.
• Bachelor’s degree or equivalent work experience.
• Demonstrated experience in customer management within a software or SaaS environment, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels.
• Experience with Gainsight and Salesforce.
• Strong verbal and written communication skills, including the ability to chair meetings with executive leadership.
• Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services and Product Management).
• Certifications in customer success, project management, or related fields are a plus.
• Ability to travel up to 20%

If this sounds like you and fits your experience and career goals, we’d be happy to chat. 

What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with and also to enjoy: 

• Medical, dental, vision, life & disability, and financial benefits (including 401(k) retirement savings plan. Tuition Reimbursement program. Additional voluntary benefits including crucial illness/hospital indemnity, identity theft protection, auto & home insurance, legal, and pet insurance. 
• Competitive salary, uncapped commission, and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback
• Flexible paid vacation time, paid day off for your birthday, and company holidays. A variety of leave plans, including Parental Leave.
• Employee Assistance Program (EAP) and an employee well-being program focusing on physical, mental, and financial health. 

Apply now!

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Together, We Make Progress

Progress is an inclusive workplace where opportunities to succeed are available to everyone. As a multicultural company serving a global community, we encourage a wide range of points of view and celebrate our diverse backgrounds. Our unique combination of perspectives inspires innovation, connects us to our customers and positively affects our communities. It is only by working together and learning from each other that we make Progress. Join us!

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