Customer Success Manager - Master Data Management (MDM) Platform Expert (Remote US or Hybrid in Atlanta, GA)

Empowering the Data-Enabled Future with Profisee

At Profisee, we're on a mission to empower the possibilities of the data-enabled future. In a world where data drives decisions, opportunity, and innovation, the importance of trusted data simply cannot be overstated. As a growing Microsoft top-tier partner focused on data management solutions, specifically Master Data Management (MDM), we're seeking a highly skilled Customer Success Manager to join our team. As a Customer Success Manager, you will play a critical role in helping our existing customers maximize their usage of our MDM platform, driving customer retention, expanded deployments, and enthusiastic customer advocacy.

About the Role

Reporting to our Vice President of Customer Success, you will manage a portfolio of approximately 50-60 enterprise software accounts across different customer segments, license models, and deployment models. Your expertise and dedication will ensure that our customers derive tangible business value from their partnership with Profisee, resulting in increased revenue, decreased cost, or decreased risk.

Key Responsibilities

• Collaborate with cross-functional teams, including VAR partners, to drive platform adoption and ensure customers achieve their desired outcomes.
• Develop and execute account engagement plans to drive customer success, retention, and expansion.
• Manage business-critical escalations, leveraging internal resources and expertise to resolve customer issues and mitigate risk.
• Identify opportunities for platform expansion and conversion to SaaS, leveraging industry knowledge and customer insights.
• Foster strong relationships with customers, becoming their trusted advisor and guiding them towards achieving business outcomes that matter.
• Enable key stakeholders and executive sponsors within our customers to become "Data Heroes" within their organizations.

Performance Objectives

Your success will be measured against four key performance objectives:

• Platform Adoption: Ensure customers are leveraging Profisee to deliver tangible business value.
• Retention & Renewals: Exceed 95% gross retention of annual recurring revenue through proactive customer management.
• Customer Satisfaction: Foster enthusiastic customers who promote Profisee to colleagues and peers.
• Expansion: Identify opportunities for platform expansion and conversion to SaaS.

What You'll Accomplish

In Your First 30 Days

• Familiarize yourself with Profisee's solutions, value proposition, and customer segmentation model.
• Understand your assigned accounts, including their current motion, implementation/adoption status, and segment.
• Develop a prioritized existing account engagement plan based on customer segment.

In Your First 90 Days

• Activate your account engagement plan, engaging with strategic, develop, and sustain accounts.
• Establish a cadence with existing customers, understanding their current utilization of Profisee and identifying opportunities for growth.
• Manage adoption for net-new accounts, ensuring implementation and go-live objectives are met.

Essential Qualifications

• Minimum five years of Customer Success experience in Enterprise Software, ideally SaaS in the IT sector.
• Proven track record of delivering customer success to enterprise software customers, managing 20-75 high-touch accounts.
• Basic understanding of business functions and core IT systems.
• Excellent planning, organization, and team coordination skills.
• Tenacity and ability to break through obstacles to ensure customer success.

Preferred Qualifications

• Experience working with customers across different industries.
• Knowledge of Master Data Management (MDM) and data management solutions.
• Strong understanding of enterprise technology and its role in supporting core business functions.

Skills and Competencies

• Execution: Proven ability to prioritize work, ensure flawless follow-through, and escalate for assistance when needed.
• Motivated and Accountable: Self-driven and proactive, with a strong sense of ownership and accountability.
• Kind, Humble, and Fun: Collaborative and team-oriented, with a positive and supportive attitude.

Career Growth Opportunities and Learning Benefits

At Profisee, we're committed to your growth and development. Through our company values, collaborative work environment, and individual career plans, you'll have the opportunity to grow and advance in your career. Our leadership team is dedicated to organizational health, driving a healthy culture throughout the company.

Work Environment and Company Culture

Profisee offers a hybrid-friendly work environment, with flexibility and autonomy to support your work-life balance. Our corporate culture is built on six core values:

• Growth Mindset: Embracing learning, growth, and innovation.
• Constructive Candor: Fostering open and honest communication.
• Helpful: Supporting and enabling each other to succeed.
• Get Stuff Done: Driving results and delivering on commitments.
• Fun is Where Fun is Made: Embracing the journey and making it enjoyable.

Compensation, Perks, and Benefits

Profisee offers a comprehensive benefits package, including:

• 401(k) retirement plan with company match.
• 100% employer-paid health, dental, and vision insurance for employee-only coverage.
• Competitive family health, dental, and vision insurance plans.
• Life insurance plans.
• Employee wellness days throughout the year.
• Generous PTO and flexible work arrangements.

Join Our Team

If you're a motivated and experienced Customer Success professional looking to drive customer success and growth, we want to hear from you. Apply now to join our team and become part of our mission to empower the data-enabled future.

Profisee is an equal employment opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates, regardless of their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.