Lead Customer Success Manager

About the role

The Lead Customer Success Manager will act as a trusted business partner and technical liaison to the Company’s largest enterprise customers related to utilizing the Company’s information technology products and platform.

What you'll do

• Managing and measuring IT project milestones and successes, including customer onboarding, workflow deployments, module expansions, and digital transformation initiatives, resulting in increased customer satisfaction, return-on-investment (ROI), and annual recurring revenue.
• Establishing processes and frameworks to ensure efficient and effective team operations, ensuring adherence to budget, scope, and schedule.
• Conferring with project personnel, including a customer success associate, to identify, troubleshoot, and resolve technical or operational problems.
• Conducting business analysis on process mapping and advising customers on IT products/platform configurations.
• Driving business development efforts by forecasting accurately, identifying product-market fit opportunities, and leading customers through the full impact journey supported by the Company’s platform.
• Configuring and operationalizing technical platform components, including user roles, permissions, automation rules, workflows, item-level attributes, data-validation logic, quality-program parameters, and integrations to align with customer requirements and business rules.
• Managing enterprise implementations across multiple modules, including Sight, Risk, Traceability, Lab Testing, and Production Monitoring.
• Ensuring interoperability and data consistency across modules during deployment.
• Serving as the primary technical escalation point, translating customer business requirements into detailed functional and technical specifications, collaborating with engineering and data-science teams to investigate system behavior, and supporting resolution of complex system issues.
• Defining changes in IT contracts, subscription agreements, non-disclosure agreements, and similar contract riders.
• Overseeing system testing and validation activities, including data audits, configuration reviews, and user acceptance testing (UAT), to ensure accurate execution of customer programs and compliance processes.
• Uses the following tools and technologies: Hubspot, Totango, Salesforce, B2B SaaS, Hubspot, Totango, Salesforce, Inspectorio Platform (Sight, Risk, Traceability, Lab Testing), Jira, Confluence, Asana, Miro, Figma, BigQuery, Google Cloud Platform, Excel (Advanced), Google Sheets (Advanced).
• Travel required up to 25% of the time per year within the U.S. and Canada.

Qualifications

• A Bachelor’s degree or equivalent in Business Administration, Economics, or a related field and two (2) years of experience in a related occupation.
• Must also have 24 months of experience with each of the following:
• Managing and measuring success of information technology projects, including return-on-investment (ROI).
• Driving business development efforts for information technology products, using Salesforce, B2B, and SaaS.
• Defining changes in IT contracts, subscription agreements, non-disclosure agreements, and similar contract riders.
• Conducting business analysis on process mapping and advising customers on IT products/platform configurations.
• Utilizing the following tools and technologies: Hubspot, Totango, Jira, Confluence, Asana, Miro, Figma, BigQuery, and Google Cloud Platform.

Benefits

• Unlimited Annual Leave: We prioritize your well-being and trust you to manage your time.
• Flexible Working: Whether from home, a coffee shop, or our global hubs, work where you're most comfortable.
• Project Ownership: You get to lead the initiatives you're passionate about, professionally or socially.
• Grow with us: We're invested in your personal and professional development.
• Global, diverse, and innovative team: Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation.
• Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself.
• Celebrate together: Enjoy remote and hub company and team events that strengthen our bonds and build a fun culture.

Our Values

• EXCELLENCE: We pursue mastery and craftsmanship. "Good enough" is our enemy. We have a thirst and desire for knowledge. There's always an opportunity to be better.
• AUTONOMY: We act independently when recognizing opportunities for improvement. We seek guidance and clear goals instead of orders. We self-assess the quality and impact of our work.
• COURAGE: We share our opinion, even if it's uncomfortable. We are candid with colleagues. We are willing to experiment and try something new, even if we're not sure it will succeed.
• HUMBLENESS: We crave opportunities to learn from the people around us. We leave our egos outside the office. We focus on listening to other perspectives.

Customer Success

Remote (United States)

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