Customer Success Manager

Join Inspired Thinking Group (ITG) as a Customer Success Manager!

As a Customer Success Manager (CSM) at ITG, you will help ensure our clients achieve their desired outcomes while maximizing the value they receive from our innovative solutions. As a trusted advisor, you will guide clients through their journey, assisting them in leveraging our platform effectively.

In this role, you will provide technical onboarding, project management, training, and troubleshooting for assigned clients using ITG’s tech products. You'll be involved throughout the entire post-sales process, including offering first-line technical support to new users. By understanding clients' desired outcomes, you will align those needs with our solutions, delivering optimal business value. Collaboration with ITG account management and product development teams will be key to driving client onboarding, product adoption, satisfaction, and retention strategies. Additionally, you will gather client feedback to help enhance service delivery and increase satisfaction.

This is what your day-to-day would look like:

• Through an understanding of ITG’s products, improve customer service experience, create engaged customers, and facilitate organic growth
• Drive client adoption, satisfaction, and retention through conducting an in-depth client discovery and onboarding the correct ITG solution to optimize value
• Analyze client usage and results data, leveraging such analysis to create and implement best practices within the assigned client’s user base
• Enable successful roll-out of our products, including participation in installation activities, training clients in product use, planning and overseeing project management, and trouble-shooting client-specific product challenges
• Manage client satisfaction through client input, KPIs, or net promoter score
• Ability to present to key stakeholders at all levels
• Maintain cadence of communication with clients about their product adoption trends, user sentiment, and sharing user success stories and best practices
• Identify opportunities for clients to act as ITG product advocates (e.g. testimonials, case studies, etc.)
• Collaborate closely with sales to support pilot customers, renewals, and expansion opportunities
• Marshall ITG resources across the organization as needed to provide client product support
• Represent the voice of the client to inform and influence sales processes and our product roadmap

What we’re looking for:

You are a dynamic and results-oriented professional who is passionate about customer success. You possess strong analytical skills, and the ability to communicate effectively with diverse audiences, helping non-technical customers understand complex technical solutions.

Requirements

• 3+ years of experience in customer success, account management, or a related field
• English proficiency: B2+
• Bachelor’s degree preferred
• Exceptional communication skills, highly organized, collaborative, and detail-oriented
• Proven experience providing technical support to customers or providing training on company products
• Demonstrated success in utilizing reporting tools such as Jira, Excel, Azure DevOps, and dashboards
• Ability to effectively understand and confidently discuss technical topics with non-technical audiences
• Empathetic, positive attitude with a desire to help our clients reach their goals
• Problem-solving – you’ll need to be able to understand and unravel problems to offer appropriate, advice, support, and solutions.
• Technical and non-technical project management
• Willingness to travel to client locations as needed

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Benefits

Work’s a treat!

On top of a competitive salary and all mandatory benefits, you can expect some additional perks:

• Remote work – Enjoy the flexibility to work from anywhere, eliminate commuting, and achieve a better work-life balance.
• Private health insurance – Benefit from a comprehensive health plan tailored to your needs. Complementary therapy: mental health and wellness.
• Dental & Vision– Up to $2M COP coverage/year.
• Mentor Program– Gain personalized guidance and support from experienced mentors to help you grow professionally and achieve your career goals.
• Referral Program– Know the perfect person to join the team? You could earn up to $3M COP for putting a good word in.
• Wellbeing Program – Opportunity to join regular, interactive Wellbeing Workshops or join our 30+ Wellbeing Champions.
• Learning platform - Access a wide range of online courses to develop new skills, enhance your expertise, and support your professional growth.