Senior Customer Success Manager

About the Role

As a Customer Success Manager at Tacton, you will be responsible for building strong, lasting relationships with our larger customers. You will work directly with key stakeholders across both IT and business units, driving the entire customer journey and ensuring they get the maximum value from their Tacton investment. Supported by our implementation experts, you will collaborate closely with the Sales and Support teams to uncover new opportunities, secure renewals, and reduce churn. Your main focus will be driving customer adoption, enabling expansion, and ensuring a smooth subscription renewal process.

What You Will Do

• Manage Customer Relationships: Lead the customer journey from onboarding through to renewals, ensuring customer satisfaction at every stage.
• Orchestrate Implementations: Work with internal teams to ensure the successful and efficient implementation of Tacton’s solutions.
• Drive Adoption: Support customers in the Accelerate and Scale phases, ensuring they fully leverage the CPQ solutions to meet their business goals.
• Be the Point of Escalation: Act as the go-to person for any customer issues, ensuring quick resolutions and maintaining a positive customer experience.
• Facilitate Expansion: Collaborate with Sales to identify and drive expansion opportunities through customer success.
• Align Activities Across Teams: Ensure alignment between Sales, Support, and Customer Success teams to deliver a seamless experience for the customer.
• Secure Renewals: Develop and maintain long-term relationships with customers to secure subscription renewals.
• Participate in Steering Committees: Actively engage in the Implementation Project Steering Committee to ensure successful project execution.
• Lead Workshops and Business Reviews: Conduct Value Workshops and Customer Business Reviews with Account Executives to drive customer outcomes.
• Report Customer Feedback: Communicate key customer feedback and issues to management for continuous improvement.
• Secure Customer ARR: Ensure the growth of the customer’s Annual Recurring Revenue (ARR) through renewals and expansion efforts.
• Ensure a Positive Customer Journey: Deliver a value-driven, satisfying customer experience across all touchpoints.

Requirements

• Proven experience in Customer Success, Account Management, or a similar role, ideally in B2B or enterprise software solutions.
• Strong ability to build relationships with key stakeholders across both business and IT units.
• Project management skills with the ability to manage multiple customer accounts and work on different phases of the customer lifecycle.
• A results-driven mindset with a track record of driving customer adoption, reducing churn, and contributing to expansion and renewals.
• Ability to work collaboratively with Sales, Support, and Implementation teams.
• Exceptional communication and problem-solving skills, especially in managing customer expectations and addressing challenges.
• Passion for delivering customer value and ensuring a high-quality customer experience.

Who You Are

• Customer-Centric: You are passionate about delivering value to customers and ensuring their long-term success.
• Collaborative: You work well with cross-functional teams, understanding that customer success is a team effort.
• Strategic Thinker: You can identify opportunities for growth, create plans to drive customer outcomes, and execute them effectively.
• Proactive Problem Solver: You approach challenges with a positive, solution-oriented mindset and act quickly to resolve issues.
• Excellent Communicator: You know how to communicate effectively with both technical and non-technical stakeholders to build trust and facilitate collaboration.
• Results-Oriented: You are motivated by achieving goals and driving measurable outcomes, especially around customer retention and growth.

Why Tacton?

• Impact: Help shape the future of CPQ solutions for leading companies across various industries.
• Growth: Access to continuous learning and career development opportunities.
• Team: