Customer Success Manager
At a glance
Mid-level Customer Success role at SS&C. Remote, United States of America · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Build durable customer relationships while guiding renewals, legal discussions, retention, and account expansion
- Create customer success plans, account strategies, and repeatable practices for enterprise accounts
- Learn the product well enough to complete customer setup work and support continued usage
- Present quarterly and annual performance updates, manage escalations, and keep executives informed
- Represent customer priorities internally while coordinating with sales, legal, finance, engineering, and services
What you bring
- A college degree or equivalent experience is required for this role
- Three to five years in enterprise customer success, account management, customer service, or similar work
- Experience in a technology business, preferably a SaaS environment
- Ability to build, analyze, and present customer reports, including strong Excel skills
Who this fits
You’ll suit this role if you can manage several customers at once, solve complex issues, and explain both problems and solutions clearly and kindly. It favors proactive, outcome-focused people who know when to collaborate and escalate. This is a remote role based in Missouri.
From the employer
SS&C is a leading provider of mission-critical, AI-powered technology and services empowering financial services and healthcare organizations to work smarter, faster, and securely. Founded in 1986, SS&C is headquartered in Windsor, Connecticut, and has offices worldwide. More than 23,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.
Job Description
Job Title: Customer Success Manager
Locations: Missouri, Remote
About the Team:
SS&C Blue Prism Document Automation is seeking a Customer Success Manager to join our small, collaborative Customer Success team. Do you enjoy partnering with team members to creatively solve client’s challenges? Are you organized, analytical and quick to understand complex issues? If this sounds like you, please apply!
Overview:
The Customer Success Manager is responsible for nurturing our customers’ engagement with the ultimate focus on customer retention and growth.
Day to Day:
- Build long term relationships with customers
- Ensure timely renewals, participate in legal negotiations.
- Serve as customers’ trusted advisor and partner with sales, professional services, legal, finance, engineering, and other teams to advocate solutions.
- Develop and own customer success strategies, account plans, and best practices.
- Become proficient in our product and be able to perform setup tasks for customers.
- With a focus on growth and expansion, own the renewal process of key enterprise accounts.
- Primary point of contact for customer support.
- Run and provide performance reports to key clients on a quarterly and annual basis.
- Coordinate and manage customer escalations. Keep customer executives and business appraised of progress; make sure of timely progress towards resolution; report and escalate issues internally.
- Be the customer's advocate and represent customers' needs and perspective internally to ensure continued product utilization and expansion
Minimum Qualifications:
We’re looking for a standout CSM with the following skills
- College Degree or equivalent experience.
- 3-5 years Enterprise Customer Success/Account Management/Customer Service or similar experience.
- Previous experience in a technology company, ideally SaaS.
- Ability to generate reports, analyze and present data to customers.
- Computer-savvy, including Excel.
- Comfortable in a startup setting is ideal.
- Ability to manage multiple customers simultaneously.
- Take initiative, be proactive and outcome-driven.
- Able to communicate both problems and solutions clearly, effectively, and kindly.
- Stellar problem-solving skills. Know how and when to collaborate and escalate to solve a problem.
Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.
SS&C Technologies offers a comprehensive total rewards package designed to support your wellbeing, growth, and future. Our benefits include medical, dental, and vision coverage; a 401(k) plan with company match; paid time off, holidays, and parental leave; and professional development reimbursement opportunity.
Applications will be accepted on an ongoing basis until the position is filled.
SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.
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