Customer Success Manager

Vaga não está no LinkedIn

🕒 Setembro 23

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

🦅 Patrocina Visto H1B

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Malbek

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2017

☁️ SaaS

🏢 Corporativo

🤖 Inteligência Artificial

SaaS • Enterprise • Artificial Intelligence

<Malbek> Malbek é uma plataforma de gestão de ciclo de vida de contratos (CLM) de nível empresarial, ampliada com inteligência artificial, que centraliza a criação, execução, análise e integrações de contratos. A plataforma oferece módulos para CLM, insights e recomendações impulsionados por IA, acordos de aceitação (clickwrap) e um marketplace de integrações sem código, visando as equipes de jurídico, compras, vendas e finanças em grandes organizações para acelerar a velocidade dos contratos, reduzir riscos e melhorar a colaboração operacional.

Descrição

• Own the post-implementation customer journey, including onboarding readiness, adoption, health, retention, renewal, and value realization • Lead onboarding and post-go-live programs covering stakeholder alignment, success planning, enablement, adoption milestones, and steady-state transition • Build success plans connecting business objectives, measurable outcomes, milestones, risks, dependencies, and product capabilities • Advise customers on CLM best practices across intake, authoring, review, approvals, execution, repository management, obligations, reporting, and governance • Drive adoption, monitor health and engagement indicators, and coordinate recovery plans when risks arise • Lead customer health reviews, executive business reviews, and strategic sessions communicating progress, value, risks, recommendations, and next steps • Support change management, governance, stakeholder readiness, and sustained adoption • Partner with Account Management on renewal and expansion by documenting outcomes and maintaining relationships with decision-makers • Collaborate with Professional Services, Technical Account Management, Support, Product, Sales, and Marketing to coordinate customer outcomes • Represent the voice of the customer and improve Malbek’s success playbooks, templates, health models, and scalable programs • Ensure customers achieve steady-state adoption, measurable business value, clear governance, and successful long-term partnerships

🎯 Requisitos

• 5+ years in Customer Success, Professional Services, SaaS Implementation, Strategic Account Management, or a similar B2B SaaS customer-facing role • Experience leading enterprise onboarding, implementation transitions, post-go-live adoption, and value realization for complex SaaS solutions • Practical CLM experience or substantial experience with legal, procurement, sourcing, commercial operations, or contract-driven processes • Strong knowledge of the SaaS customer lifecycle, including adoption, optimization, risk management, retention, renewal, and expansion • Ability to lead strategic conversations with executive, business, administrative, and technical stakeholders • Experience developing success plans, adoption strategies, governance models, executive reviews, and risk mitigation plans • High-level understanding of APIs and enterprise integrations, including data flows, authentication, webhooks, dependencies, and common SaaS integration patterns • Experience supporting adoption, use-case identification, responsible enablement, governance, or value realization for AI-enabled software • Excellent communication, presentation, facilitation, analytical, and executive stakeholder-management skills • Ability to manage multiple enterprise engagements and cross-functional dependencies in a fast-paced environment • Preferred: Experience with CLM or adjacent legal, procurement, CRM, ERP, document, identity, or workflow technology • Preferred: Knowledge of contract management, legal operations, procurement, sourcing, compliance, or commercial operations • Preferred: Experience partnering with implementation, architecture, technical account, integration, or product teams • Preferred: Familiarity with Planhat, Gainsight, Zendesk, Jira, or Azure DevOps • Preferred: Strong Microsoft Office skills and experience creating executive-ready customer materials • Experience supporting Life Sciences or other highly regulated organizations is a plus

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