Customer Success Manager


With unmatched expertise and category-defining innovation, Icertis pushes the boundaries of what’s doable with contract lifecycle administration (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static paperwork into strategic benefit by structuring and connecting the vital contract info that defines how a company runs. Immediately, the world’s most iconic manufacturers and disruptive innovators belief Icertis to totally understand the intent of their mixed 10 million contracts price greater than $1 trillion, in 40+ languages and 93 international locations.
Who we’re:  Icertis is the one contract intelligence platform corporations belief to maintain them out in entrance, now and sooner or later. Our unwavering dedication to contract intelligence is grounded in our FORTE values—Equity, Openness, Respect, Teamwork and Execution—which information all our interactions with staff, prospects, companions and stakeholders. As a result of in our mission to be the contract intelligence platform of the world, we consider how we get there may be as vital because the vacation spot
The Buyer Success Supervisor, CSM, is the frontline for partaking with our high prospects to fulfill their Icertis adoption objectives and enterprise outcomes.  The CSM proactively engages straight with our prospects to outline end result success metrics, determine worth alternatives, drive adoption and worth realization to fulfill and exceed desired enterprise outcomes for each our prospects and Icertis.  The CSMs might be liable for partnering throughout Icertis to advocate on behalf of our prospects to drive answer adoptability, churn discount, buyer reference-ability and NPS whereas driving govt alignment inside our prospects to grasp and/or outline program objectives, challenges, to drive accountability and most worth realization.
You’ll need to work in the course of the hours of 14:00 – 22:00 IST to work together with the worldwide Buyer Success Administration group and different Icertis groups throughout the globe.

What you’ll do:

  • Make sure that prospects are extremely engaged, educated, and profitable of their platform adoption and enterprise targets/objectives
  • Drive excessive buyer engagement that ends in platform adoption, contract renewals, and income enlargement 
  • Develop senior buyer relationships and purpose to function a trusted advisor  
  • Proactively determine, forecast, and mitigate income churn 
  • Develop buyer particular plans to speed up worth creation from the platform resulting in buyer renewals and platform enlargement 
  • Establish enlargement and cross promote income alternatives inside current prospects  
  • Maximize prospects’ use of Icertis platform and improve buyer’s information of platform’s capabilities 
  • Introduce new (and unused) platform improvements and articulate worth to encourage prospects to deploy and undertake to maximise platform effectiveness, stickiness, and worth realization 
  • Work cross functionally with Icertis Management groups to ship buyer success 
  • Construct motion plans to remediate NPS suggestions to extend reference-ability throughout the worldwide buyer base  
  • Develop instruments and processes to speed up prospects adoption of Icertis platform capabilities 
  • Constructed instruments to quantify the worth realized from adopting the Icertis platform 
  • Be material consultants with broad and deep information of contract lifecycle administration processes and develop the abilities and experience of all Buyer Success sources 
  • Contribute to the continual enchancment of the Buyer Success workforce by sharing information, finest practices, course of enhancements, and buyer success tales along with your colleagues throughout the globe 
  • Reveal practical and platform experience at buyer and associate occasions 

What you’ll deliver:

  • 5+ years of buyer going through expertise, by way of a mix of expertise, procurement, contracting, authorized, business and / or consulting management  
  • Flexibility round buyer engagements and doing what’s required to help the enterprise 
  • Confirmed expertise with implementing main practices associated to SaaS options, ideally contract lifecycle administration platforms and options  
  • Demonstrated expertise in program and buyer administration 
  • Skill to drive a number of priorities and deal with complicated buyer relationships by way of partnering and guaranteeing accountability 
  • Skill to rapidly set up credibility and foster trust-based relationships in any respect ranges with prospects  
  • Need to work in a collaborative workforce setting and willingness to share main practices commonly with the workforce 
  • Expertise relating buyer enterprise issues & aligning options by understanding the platform panorama 
  • Bachelor’s Diploma required, MBA a plus 
  • Skill to journey as much as 60% 
  • This function requires working in night time shift
Icertis, Inc. supplies Equal Employment Alternative to all staff and candidates for employment with out regard to race, shade, faith, gender identification or expression, intercourse, sexual orientation, nationwide origin, age, incapacity, genetic info, marital standing, amnesty, or standing as a lined veteran in accordance with relevant federal, state and native legal guidelines. Icertis, Inc. complies with relevant state and native legal guidelines governing non-discrimination in employment in each location wherein the corporate has services. If you’re in want of lodging or particular help to navigate our web site or to finish your software, please ship an e-mail along with your request to [email protected] or get in contact along with your recruiter.
By submitting your software you acknowledge that you’ve got learn Icertis’s Privateness Coverage (
Icertis just isn’t open to 3rd social gathering solicitation or resumes for our posted FTE positions. Resumes acquired from third social gathering businesses which can be unsolicited might be thought of complimentary. 

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