Our exclusive client, a fast-growing global iPaaS company specializing in no-to-low code integration and automation, seeks a proactive Customer Success Manager to own a portfolio of 50–80 mid-market and enterprise clients. Reporting to the Business Development Director, you’ll drive rapid value realization, high adoption, and exceptional retention/expansion by embedding the platform deeply into clients’ operations—connecting ERP, CRM, eCommerce, accounting, and other systems seamlessly. This high-ownership role demands direct client engagement, including regular on-site visits and structured business reviews.
Key Responsibilities
- Manage the end-to-end customer journey for your portfolio: onboarding, adoption, value delivery, renewal, and expansion.
- Conduct at least one formal annual business review with every client, following a structured process to embed the platform, uncover new integration opportunities, boost utilization of unused capacity, and drive greater workflow adoption.
- Introduce and sell the Integration Maturity and Opportunity Assessment to de-risk retention, strengthen platform footprint, increase active workflow usage, and grow professional services revenue.
- Lead discovery sessions, onboarding workshops, and regular business reviews (virtual and in-person) to align platform capabilities with client goals.
- Proactively monitor health via metrics, analytics, and feedback; mitigate churn risks early.
- Guide best practices for low-code workflows, pre-built connectors (ERP, CRM, eCommerce, finance, APIs), and hybrid integrations.
- Build trusted relationships with IT, operations, finance, and C-level stakeholders through consistent communication and face-to-face engagement.
- Collaborate with Solutions Architects, Support, and Product teams for issue resolution and feedback incorporation.
- Identify upsell/cross-sell opportunities and partner with sales to close them.
- Maintain CRM records and deliver reliable renewal/expansion forecasts.
- Act as the voice of the customer to influence product enhancements.
Qualifications and Experience
- 3–5+ years in Customer Success, Account Management, or post-sales roles, ideally in SaaS, iPaaS, integration, or automation.
- Proven track record managing mid-market/enterprise portfolios with strong retention/expansion.
- Technical aptitude for APIs, data flows, ERP/CRM, low-code platforms, and integrations (Microsoft .NET/Azure a plus).
- Excellent communication, presentation, and relationship skills.
- Data-driven with experience in success platforms, health dashboards, and CRM.
- Self-motivated, autonomous, travel-ready.
Advantageous
- ERP, CRM, eCommerce, manufacturing, or logistics integrations.
- iPaaS or similar platform exposure.
- Channel partners or international clients.
What Success Looks Like
- High customer health scores and satisfaction.
- Above-target renewals with steady expansion revenue.
- Clients scaling integrations independently.
- Strong references from on-site/virtual interactions.
About the Opportunity
Join a dynamic, scaling SaaS leader in integration/automation. Gain true ownership, influence outcomes, and work with tech that integrates anything and automates everything. We value persistence, communication, ownership, and passion for tech-driven solutions. If you’re customer-focused with a hands-on approach (including travel) to deliver business impact, apply now.