The Customer Success Manager (CSM) is responsible for building and maintaining customer relationships to ensure our customers adopt Deltek’s SaaS products.
The CSM is responsible for renewing existing SaaS contracts, identifying new business and expansion opportunities, maintaining/exceeding quota levels for both renewal and expansion efforts, providing customer assistance for requests, inquiries, and training needs with varying degrees of difficulty, escalating customer issues to Support and other internal teams at Deltek.
The CSM typically reports to a Team Lead, Manager, or Sr Manager within the Customer Success SaaS organization.

• Bachelor’s degree or equivalent experience
• 2+ years of experience in sales, a customer service field, or equivalent experience
• Strong, problem-solving skills
• Excellent customer service and relationship development skills
• Strong verbal/telephone and written/electronic communication skills
• Excellent time management and organizational skills
• Enthusiastic, hard-working, and pleasant attitude
• Strong computer and internet skills, including MS Office, internet research
• Able to work extended hours (to cover various US time zones)
• Strong listening skills for the purpose of obtaining the maximum information from customers, generating customer interest, and closing renewals
• Strong interpersonal skills with the ability to adapt to varying situations and personalities
• Self-motivated and proactive team member, who will utilize time efficiently, share knowledge, and be receptive to others’ ideas and feedback
• Excellent communication skills, both oral and written, that will enable the remote sale of products and services, as well as internal information-sharing
• Organizational skills and computer competency that will facilitate customer and business tracking, follow-up, and team coverage