Customer Success Manager

🕒 5 days ago

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Prosci

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1994

🏢 Enterprise

📚 Education

💰 Private Equity Round on 2016-12

Enterprise • Education • Consulting

Prosci is a global leader in change management solutions, helping organizations and individuals achieve successful transformations. With over 25 years of research and a proven methodology, they empower leaders and teams to overcome change challenges and drive results. Prosci offers personalized solutions, including training, certification, advisory services, and a comprehensive suite of tools and resources to manage change effectively. Their services cater to a wide range of industries, aiming to integrate change management strategies effectively across different sectors. With a commitment to ongoing research and insights, Prosci continues to be a trusted partner for change readiness and implementation, serving clients in over 80 countries.

📋 Description

• Serve as a primary point of contact post-sale for license and membership clients • Set clear expectations around timelines, roles, and next steps while maintaining positive, professional client relationships. • Conduct regular check-ins and support business reviews to understand client goals, progress, and satisfaction, escalating risks or opportunities as needed. • Leverage best company best practices to retain and renew Membership and Licensed software • Act as a trusted partner to clients by providing guidance, responding to questions, and proactively identifying potential needs or concerns. • Participate in client meetings and calls to share updates, support execution, and contribute to an overall positive experience for license and membership clients. • Collaborate with internal teams (e.g., delivery, sales, product, and operations) to address client issues and ensure timely follow-through. • Capture and share client feedback to help inform service improvements and best practices across the customer success function. • Support the implementation of Prosci’s solutions by guiding clients through setup activities and early adoption milestones. • Help identify and troubleshoot service or usage issues pertaining to membership and license offerings, coordinating with appropriate internal teams to drive timely resolution. • Maintain accurate and up-to-date records of client interactions, engagement levels, and satisfaction in CRM systems. • Track and report on key client metrics such as usage, adoption, and engagement to support internal visibility and decision-making. • Identify trends or early indicators of risk and flag them to the Director, Customer Success, with recommendations for next steps.

🎯 Requirements

• Bachelor’s degree in Business, Communications, or a related field, or equivalent relevant professional experience. • 4–7 years of experience in customer success, account support, client services, or a related role. • Demonstrated ability to support client relationships and contribute to successful service delivery in a collaborative environment. • Experience using CRM systems to manage client data and track engagement; Salesforce experience preferred but not required. • Proficiency with Microsoft 365 and virtual meeting platforms. • Microsoft Office including basic capabilities plus proficient in Excel. • General understanding of professional services delivery models; familiarity with change management concepts is a plus.