Customer Success Manager

Austin, TX, United States

Are you an enthusiastic, motivated senior professional looking for a challenging position within a dynamic international company? Then look no further because we might have a match!

Who are we?

Bizzdesign is a thriving SaaS company, that has been transforming industries for the past 24 years, headquartered in Enschede, the Netherlands. We are a dedicated team of over 160 diverse individuals, representing over 23 nationalities, collaborating across 6 different countries. At Bizzdesign, you will join a passionate team of international experts who are always ready to lend a helping hand. We offer an environment defined by integrity, low ego, problem-solving, and effective teamwork.

Our software platform plays a pivotal role in enabling global organizations like Intel, HP, Maersk, Nestle, Wells Fargo, T-Mobile (& many more), to make informed decisions and drive change. Your work at Bizzdesign will have a tangible, worldwide impact in a constantly evolving landscape that demands continuous adaptation.

What impact will you make?

As Customer Success Director, you are the strategic expert in leading Bizzdesign's customers on the path to success, utilizing Bizzdesign solutions and expertise, in continuous strategic dialogue with customers' key stakeholders.

In the early phase of a customer's lifecycle, you are actively engaged with customers, making sure the expected business value is delivered and in later stages, you strengthen relationships, manage health, and mitigate risks to drive value with Bizzdesign continuously.

You are part of the Strategic Customer Success team, dedicated to supporting our most valuable customer in the Fortune 1000 space, with a personal focus on a selected group of customers in North America. This team is part of Bizzdesign's Customer Success Organization (CSO).

Bizzdesign's CSO provides expertise, training, consulting, and support to ensure our software is a true "solution" to solve critical challenges for our customers. The mission of CSO is to optimize and grow customer value.

The Strategic Customer Success team supports this mission by challenging both the strategic customers and Bizzdesign to increase the impact of using Bizzdesign solutions, with successful post-sale onboarding support, business value delivery discussions during implementation, and proactive engagement to drive customer health and opportunities to grow further Bizzdesign adoption in these organizations. All of this is driven by customer satisfaction, support references, and success stories with a focus on retention and software revenue growth to ensure the future success of Bizzdesign.

Your tasks include:

Customer Success Engagement:

Serve as the trusted advisor for strategic key customers across the customer lifecycle; onboarding, adoption, advocacy, and expansion.

Manage and ensure collaboration with key stakeholders and experts to drive future growth, using our Customer Success Plan, focused on enabling customer business value maximization.

Customer Success Coaching: Support the CSO team to ensure the continued double-digit growth of the Bizzdesign business by continually improving our customer success best practices, focusing on value delivery & customer satisfaction.

Partner with Bizzdesign's teams to optimize customer value, resolve technical challenges, advance account renewals, and expansion, create collateral and events, and design ideal offers & features.

Reference/Advocate support: Conduct regular business reviews to celebrate positive outcomes and identify growth opportunities, increasing customer references, and case studies.

Proactively identify risks and develop mitigation plans (coordinating activities internally within Bizzdesign and externally with customers) to resolve.

Renewals: You will actively drive the Renewal Process together with our Sales team to ensure a healthy NRR (Net Retention Rate).

What are we looking for? You have 7+ years of experience in technology-enabled consulting services at large SaaS enterprises.

You have 7+ years of experience in Business Consulting/Change Management.

Knowledge and experience in enterprise architecture and/or business architecture is a must.

You have excellent communication and presentation skills (both written and verbal), toward audiences of different levels.

You have a strong track record of driving customer value growth across all stages of the customer lifecycle.

You have the willingness to travel in North America and other regions to ensure a high degree of customer intimacy and engagement.

You have at least completed a Bachelor of IT, Business Economics, or equivalent qualifications.

You have an entrepreneurial, proactive, and ambitious attitude.

You are a relationship builder and a confident facilitator.

You are fluent in English (written and verbal).

You have full ownership and accountability.

You have a high degree of honesty and integrity.

You have a "hands-on" and "roll-up-your-sleeves" collaborating supervisor attitude.

This is a hybrid role, so we expect you to be in our Austin office at least 2-3 times per week.

What is in it for you? You will have a competitive base salary and performance bonuses.

You will get a health and pension allowance.

We like to invest in the growth of our employees, so we offer a range of courses and training depending on what you need so you can get a little bit better every day you're with us.

A dynamic in-office working environment in the heart of Downtown Austin.

A fantastic working atmosphere with amazing colleagues who always put a smile on your face.

Working together in an international environment with colleagues from all over the globe.

There will always be room for your new ideas, suggestions, and initiatives, no matter how long you've been with us.

All business expenses will be paid.

You will have a role in an entrepreneurial and low bureaucratic working environment within a rapidly growing global software company.

You will join our existing Strategic Customer Success team as well as the global CSO Leadership team and will be expected to travel to clients' sites across North America and other regions if required.

Are you ready to start building your future with us? Let's meet up for a cup of coffee online and see if we have a match!

For additional information about the role of Customer Success Director, please contact Maria Cotorceanu who is the Global Recruiter via [email protected].

If someone at Bizzdesign has referred you or shared this role with you, please make sure to mention the employee's name in your email.

*Applications submitted via email will not be taken into consideration*

Acquisition based on this vacancy is not appreciated.