客户成功经理
Customer Success Manager
概述：
作为客户成功经理（CSM），你将作为指定客户组合的主要倡导者、值得信赖的顾问和战略合作伙伴。在销售、产品和客服的交汇点工作，你将确保我们的客户最大化Tulip平台的价值并实现他们的业务目标。
在这个职位中，你将负责一个战略性的客户群，专注于建立深厚的关系，推动产品采用，确保净收入留存，并挖掘增长机会。你将与客户紧密合作，定义、衡量和优化他们业务的成功标准。
职责：
入职与关系管理
- 推动赋能：引导新客户顺利完成过渡体验，快速实现价值。
- 建立信任合作关系：在客户组织内部培养关系，从日常用户到高管赞助者。
- 开展业务评审：主导定期的战略评审（CBRs/EBRs），对齐目标，跟踪投资回报率，并保持进展势头。
采用与参与
- 推动平台使用：监控平台使用情况和客户健康指标，主动识别风险账户并制定针对性干预策略。
- 产品专业知识：与零售卓越团队合作，支持功能发布并提升用户参与度。
- 客户之声：收集客户反馈并与产品团队合作，帮助影响我们的路线图。
- 支持：监控待处理的支持工单和配置请求，确保及时解决并保障账户稳定。
保留与增长
- 战略规划：为每位客户制定并维护符合其战略目标、预期投资回报率和关键里程碑的成功计划。
- 主导续约流程：针对你负责的客户群，通过积极的规划和互动实现高留存率。
- 挖掘增长：根据每个客户的不断变化的需求，识别并评估升级和交叉销售机会，与销售团队密切合作。
职责：
- 工作地点位于意大利米兰或周边地区。
- 熟练掌握意大利语、法语和英语（书面和口语）。
- 能够每月进行现场客户拜访。
- 在SaaS环境中拥有3–5年的客户成功、客户管理或客户服务经验。
- 优秀的书面和口头沟通能力，具备高度的情感智力，能够与高管利益相关者建立可信度。
查看英文原文
Overview:
As a Customer Success Manager (CSM), you will be the primary advocate, trusted advisor, and strategic partner for a dedicated portfolio of clients. Working at the intersection of Sales, Product, and Support, you will ensure our customers maximize the value of the Tulip platform and achieve their business goals.
In this role, you will own a strategic book of business focused on building deep relationships, driving product adoption, securing net-revenue retention, and unlocking growth opportunities. You will partner closely with clients to define, measure, and optimize what success looks like for their business.
Responsibilities:
Onboarding & Relationship Management
- Champion Enablement: Guide new clients through a seamless transition experience to deliver fast time-to-value.
- Build Trusted Partnerships: Cultivate relationships across client organizations, from day-to-day users to executive sponsors.
- Conduct Business Reviews: Lead regular strategic reviews (CBRs/EBRs) to align on goals, track ROI, and maintain momentum
Adoption & Engagement
- Drive Platform Utilization: Monitor platform usage and customer health metrics to proactively identify at-risk accounts and develop targeted intervention strategies
- Product Expertise: Partner with the Retail Excellence team to support successful feature launches and drive deeper user engagement.
- Voice of the Customer: Gather client feedback and collaborate with the Product team to help influence our roadmap.
- Support: Monitor open support tickets and configuration requests to ensure timely resolution and account stability.
Retention & Growth
- Strategic Planning: Develop and maintain success plans for each client that align to their strategic objectives, expected ROI, and key milestones.
- Own Renewal Process: for your assigned book of business, driving high retention rates through proactive planning and engagement.
- Unlock Growth: Identify and qualify upsell and cross-sell opportunities rooted in each client’s evolving needs, collaborating closely with the Sales team.
Responsibilities:
- Based in or around Milan, Italy.
- Fluent in Italian, French, and English (written and spoken).
- Ability to travel for monthly on-site client visits.
- 3–5 years of experience in Customer Success, Account Management, or Client Services within a SaaS environment.
- Excellent written and verbal communication skills with high emotional intelligence and the ability to build credibility with executive stakeholders.
- Strong organizational skills with the ability to manage multiple client priorities simultaneously without dropping the ball.
- Creative, solutions-oriented thinking, you can quickly diagnose complex situations, zoom out to see the bigger picture, and adapt your approach accordingly.
- Demonstrated ability to learn products deeply and translate that knowledge into clear, practical guidance for customers.
- Comfortable working with data: able to analyze and present metrics using Excel or similar tools to tell a compelling story.
- A collaborative, dependable, and enthusiastic approach, bringing the same energy to internal teammates as you do to your clients.
- Customer-centric mindset with a genuine desire to go the extra mile for the accounts you own.