Customer Success Manager

Overview

Key Responsibilities (Aligned to Skills & Outcomes)

Client Success Planning & Strategic Alignmento Co-create Client Success Plans (CSPs) that align Graitec technologies with client outcomes.o Facilitate quarterly Impact Review Calls (IRCs) to assess progress and value delivery.

Customer Engagement & Relationship Managemento Build trusted advisor relationships with assigned accounts (1:100 ratio).o Lead onboarding and adoption journeys for new solutions.o Act as the customer's voice internally, advocating for their needs and feedback.

Renewals & Growth Enablemento Drive renewals across A/B segments in partnership with Account Executives.o Identify upsell and cross-sell opportunities aligned to customer goals.o Provide renewal quotes and manage timelines proactively.

Collaboration & Escalation Managemento Partner with Sales on territory planning and account strategy.o Lead resolution of at-risk customer escalations through cross-functional collaboration.o Contribute to the development of customer communication templates.

Operational Excellence & Data Stewardshipo Maintain accurate records of customer interactions and opportunities in Microsoft Dynamics CRM.o Track and report on customer success metrics including ACV growth, onboarding rates, and NPS.

Responsibilities

Skills & Capabilities RequiredCustomer Centricity & Advocacyo Ability to understand customer goals and translate them into actionable success plans.o Skilled in conducting strategic conversations and impact reviews.

Consultative Communication & Influenceo Strong verbal and written communication skills.o Ability to present solutions, guide decision-making, and influence outcomes.

Solution Mapping & Value Realisationo Capacity to match Graitec and Autodesk solutions to customer challenges.o Skilled in identifying opportunities for technology expansion.

Collaboration & Cross-Functional Coordinationo Proven ability to work across matrixed teams to deliver customer outcomes.o Skilled in managing multiple stakeholders and priorities.Agility & Problem Solvingo Comfortable navigating ambiguity and adapting to change.o Creative problem solver with a proactive mindset.

Digital Fluency & CRM Proficiencyo Proficient in Microsoft Office and Dynamics CRM.o Able to manage data, track metrics, and report insights.Performance Indicators (Skills-Linked Outcomes)

Delivery of Client Success Plans Customer retention and satisfaction (NPS) Onboarding activation and usage rates Renewal rate achievement Upsell and cross-sell success ACV growth Resolution of at-risk accounts Quality of strategic account planning and IRCs