Senior Customer Success Manager
在 Inriver,我们帮助品牌提供更好的产品体验。无论客户在哪里。从第一份产品细节到最终购买决定，我们使产品信息工作更加智能。我们现在正在寻找一名高级客户成功经理加入我们的团队美国。为此职位，我们需一个急切好奇的人。你想学习 Inriver 内部，而你现在想要这样做，以便你可以帮助你的客户从平台上获取更多的东西。作为高级客户成就经理，你是客户的去向 Inriver 专家和可信任运营合作伙伴。你将强大的关系所有权与超级用户和管理员层面对 Inriver 的概念，功能和功能知识结合起来。你将这些专业知识应用到推动采用，消除障碍，并使 Inriver 成为客户工作方式的一个组成部分 - 而不是他们需要克服的另一个障碍。你预计要了解产品内部和外部 - 包括数据建模，工作流程，集团化，丰富化，进出口，许可证，仪表板以及客户日常任务。当客户陷入困境时，不确定或无法充分利用平台，你将能够自信地指导他们，提供实用的支持。密切合作与账户管理，商业解决方案架构师，产品和专业服务人员，你将指导客户在整个旅程中 - 从加入和采用到企业评价和扩张。你对你的投资组合健康负责，确保客户快速意识到价值，随着需求不断发展继续这样做，并将 Inriver 视为其业务不可或缺的一部分。通过采用作为你的北极星，你建立了信任关系，培养了客户倡导者，积极减少风险，创造了长期保留和增长机会。· 作为客户的主要联系点，可信的顾问和内部倡导者，拥有持续关系。· 做为 Inriver 超级用户/产品专家，自信地引导客户通过平台功能和日常任务，使他们可以独立工作。· 在 Go-Live 之后，自主管理客户关系，并将平台采用作为成功的核心衡量标准，将每个客户目标转化成具有可测量的里程碑的成功计划，通过定期商业评价进行审查。· 主动推进。
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At Inriver, we help brands deliver better product experiences — wherever their customers are. From the first product detail to the final purchase decision, we make product information work smarter.
We are now looking for a Senior Customer Success Manager to join our team in the United States.
For this role, we’re looking for someone who is urgently curious. You want to learn Inriver inside-out, and you want to do it now, so you can help your customers get more from the platform.
About the role
As a Senior Customer Success Manager, you are the customer’s go-to Inriver expert and trusted operational partner for our larger customers. You combine strong relationship ownership with Super User- and Administrator-level knowledge of Inriver’s concepts, features, and functionality. You apply this expertise to drive adoption, remove barriers, and make Inriver an integral part of how customers work - not another hurdle they need to overcome.
You are expected to know the product inside and out - including data modelling, workflows, syndication, enrichment, imports and exports, permissions, dashboards, and the everyday tasks your customers perform. When customers are stuck, uncertain, or not using the platform to its full potential, you will be able to guide them confidently and provide practical, hands-on support.
Working closely with Account Management, Business Solution Architects, Product, and Professional Services, you guide customers throughout their journey - from onboarding and adoption to business reviews and expansion. You take ownership of the health of your portfolio, ensuring customers realize value quickly, continue to do so as their needs evolve, and view Inriver as an indispensable part of their business.
With adoption as your north star, you build trusted relationships, develop customer advocates, proactively reduce risk, and create opportunities for long-term retention and growth.
What you’ll do
- Own the ongoing relationship for a portfolio of customers as their primary point of contact, trusted advisor, and internal advocate.
- Act as a hands-on Inriver Super User/product expert, confidently guiding customers through the platform’s features and everyday tasks so they can work independently.
- Take ownership of the customer relationship after Go-Live and drive platform adoption as the core measure of success, translating each customer’s goals into Success Plans with measurable milestones, reviewed through regular Business Reviews.
- Proactively identify and mitigate account risk to prevent churn, and recognize expansion opportunities, partnering with Account Management ahead of renewals and growth conversations.
- Act as the voice of the customer internally, feeding adoption blockers and product feedback back to Product and Support.
- Stay up to date on industry trends and share relevant knowledge, including through best practice sessions and walkthroughs.
- Stay informed on escalations and technical issues affecting your accounts, and elevate to the appropriate teams when needed
What you’ll bring
We don’t expect you to tick every single box, but for this role we do need most of the following:
✔️Platform mastery: Willingness and proven ability to become a Super User/Administrator-level expert in Inriver - or demonstrable expertise as a power user/admin in a comparable PIM, DAM, MDM, PXM, or enterprise SaaS platform.
✔️A genuine curiosity to learn the product inside-out and sit hands-on in the platform with customers, translating their day-to-day challenges into the right way to do it in the platform.
✔️Customer Success experience: 5–8+ years in Customer Success, Solution Consulting, application/product support, or a customer-facing SaaS role where deep product knowledge was central to the job.
✔️Adoption mindset: Experience driving product adoption and measuring success through usage, KPIs, and value realization.
✔️Digital commerce/product data understanding: Solid grasp of product information management concepts (data models, taxonomy, enrichment, syndication, and workflows) or the aptitude to master them quickly.
✔️Communication & influence: Strong written and spoken English; able to present, teach, and influence at all levels of a customer organization.
✔️Organization & proactivity: Able to manage multiple accounts, track detail, follow up reliably, and take initiative in a fast-paced environment.
✔️Education: Bachelor’s degree - or equivalent practical experience.
Ready to apply?📬
We’d love to hear from you. If you’re curious but not 100% sure, we still encourage you to apply. We’re happy to explore the fit together!
Originally posted on Himalayas