Customer Success Manager

Job description

**Atomicwork** is on a mission to transform the digital workplace experience by uniting people, processes, and platforms through AI automation. Our team is building a modern service management platform that enables growing businesses to reduce operational complexity and drive business success. We’re seeking **an** **experienced customer success manager** to join our team and help us build our modern service management platform. This is a position based out of our **Bangalore offices** . We offer competitive pay to employees and practical benefits for their whole family. If this sounds interesting to you, read on. **What this is about (role)** The Customer Success team at Atomicwork is responsible for driving adoption and value realization for Atomicwork customers. As a Customer Success Manager, you’ll manage a few of our largest mid-market and Enterprise clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. We seek a bright, motivated individual with a passion for learning and the ambition to be a crucial part of our growth strategy. Above all, we are looking for a strong communicator who can collaborate effectively internally and externally to get things done. The ideal candidate for this role will possess strong relationship-building skills and a laser focus on positive customer outcomes. **What we’re looking for (qualifications)** We are not big on formal qualifications, and we value hands-on skills. We also enjoy working with people who are looking to learn new things and have a sense of responsibility toward their work. - 3+ years’ experience in Management Consulting, Customer Success roles serving Enterprise clients. - Project Management Experience - Collaboratively develop and build a detailed project plan to monitor and track progress. - Coordinate internal resources for flawless execution of multiple projects - Track project performance through the use of data and analytics - Coordinate and communicate frequently with customers on project status and project needs - Experience with a project management software tool is a plus but not required - Ability to learn systems and business processes quickly - Ability to identify customer pain points and map processes - Excellent verbal, written, and presentation skills - Highly organized, collaborative, and detail oriented - Ability to manage multiple projects within time, schedule, and quality constraints - Expertise in dealing with significant change at senior business and IT levels (preferably dealing directly with VP or C-Level Executives) - Capability as a credible and effective consultant/advisor/coach - Passion for technology and for being a part of a fast-growing SaaS startup where we move quickly and wear many hats - Flexible approach, able to operate effectively with uncertainty and change - Driven, self-motivated, enthusiastic, and with a “can do” attitude - Ability to travel up to 50% - **Must be ready to work during US time zones** **What you’ll do (responsibilities)** - Be the primary post-sales point of contact for assigned customers. This role will collaborate closely with the sales account executive, the solution consultant, and the implementation consultant to form a team that supports customers through the entire customer lifecycle, including adoption, renewal, and expansion. - Map customer processes to Atomicwork capabilities & data model - Manage customer onboarding supported by the implementation consultant and partner with other internal team members as needed to ensure time to value goals are achieved - Monitor key customer success metrics to ensure that Atomicwork is driving results and helping customers achieve their goals - Provide proactive guidance to critical users, encourage adoption, and assist in education on product updates - Develop an ongoing relationship with executive sponsors and champions at customers and become their advocate internally at Atomicwork - Gather product feedback, conveying this to Product teams - Identify opportunities for customers to act as Atomicwork industry advocates (e.g., testimonials, case studies) - Help foster a company-wide culture of Customer Success - Travel to visit clients on-site as needed (especially during the onboarding process) to provide support, build relationships with key users, and develop expansion strategies with your accounts **Why we are different (culture)** As a part of Atomicwork, you can shape our company and business from idea to production. Our cultural values also set the bar high, helping us create a better workplace for everyone. - **Autonomy:** We champion self-direction to deliver customer success, empowering teams and individuals to deliver peak performance. - **Trust:** We unwaveringly believe in our colleagues' positive intentions, approaching every interaction with trust to accelerate execution. - **Ownership:** We demonstrate unwavering commitment to our mission and goals, taking full responsibility for triumphs and setbacks. - **Mastery:** We relentlessly pursue continuous self-improvement as individuals and teams, dedicating ourselves to constant learning and growth. - **Impatience:** We recognize that our world moves swiftly and is driven by an unyielding desire to progress with every endeavor. - **Customer Obsession:** We place our customers at the heart of everything we do, relentlessly seeking to understand their needs and exceed their expectations. **What we offer (compensation and benefits)** We are big on benefits that make sense to you and your family. - **Fantastic team** — The #1 reason people choose us (and stay). - **Convenient offices** — Well-located workspaces across Bengaluru and Palo Alto. - **Comprehensive health insurance** — Industry-leading coverage for you and your family. - **Flexible allowances** — Hassle-free reimbursements across a wide range of expenses. - **Annual outings** — Time to unwind, connect, and have fun as a