Key Responsibilities:
1. Build long-term relationships with clients, responsible for renewal and upsell revenue of existing clients.
2. Develop and execute customer success plans that drive adoption, retention, and expansion of our SaaS product.
3. Create and maintain a deep understanding of customer business objectives and translate these insights into strategic account plans and management KPIs.
4. Optimize the customer success operating model and process, to ensure high quality customer service and seamless customer experience.
5. Drive customer adoption through product demo, training, workshops and webinars.
6. Respond to customer inquiries and resolve issues in a timely and efficient manner, leveraging internal resources as needed.
7. Proactively monitor customer usage and health metrics to identify opportunities for improvement and upsell/cross-sell.
8. Conduct regular check-ins and surveys to gather feedback, understand customer needs, and identify areas for product enhancement.
9. Stay informed about global product updates, industry trends and competitor activities to provide valuable insights to customers.
10 Collect customer success stories and consolidate client credentials to support sales/marketing activities.
11. Manage and lead team members to further develop good CSM service.
Qualifications:
1. Bachelor's degree in Business, Engineering, Computer Science or a related field.
2. 7+ years of experience in customer success, account management, or a related role, preferably in the SaaS or software industry.
3. Strong understanding of SaaS products and the customer lifecycle.
4. Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
5. Proven ability to work effectively across teams and at all levels of an organization.
6. Strong analytical skills with a customer-centric approach to problem-solving.
7. Familiarity with CRM systems and customer success tools.
Experience with technical products and the ability to understand customer technical requirements.
8. Ability to travel occasionally for customer meetings and events.
9. Knowledge of the electronics design automation (EDA) industry and Altium Designer is a plus.
Nice to Have:
1. Certification in customer success or project management methodologies.
2. Experience with SaaS products in the industrial or electrical manufacturing sector.