Principal Customer Success Manager – Barcelona, Spain
Job Description
Day-To-Day:
- Manage a timely and effective hand-off from the Strategic Sales team to the CSM team
- Build a strong relationship with both the Strategic Sales and Technical Services teams to jointly represent Onshape as a unified “Account Team” that supports and manages each customer
- Develop tactical Account Plans collaboratively with the “Account Team”
- Navigate customer’s organization to deepen strong relationships with key decision-makers and to strengthen understanding of business needs/drivers
- Responsible for risk identification, escalation, and mitigation planning & execution
- Lead monthly and/or quarterly business reviews with customers, reinforcing ROI and identifying innovative solutions to solve critical business problems
- Manage all customer projects, including more complex implementations
- Identify incremental opportunities within and across other business units; work closely with Sales to pursue and win these
- Develop excellent customer relationships to drive ROI, retention, growth, and overall high customer satisfaction
- Close the feedback loop by both gathering and sharing customer feedback with the appropriate Product Teams, ensuring customer needs are heard throughout Onshape
- Effectively navigate internally and cross-functionally to ensure both customer needs and business needs are met
- Instill a level of enthusiasm within the customer that leads to being an advocate of Onshape through referrals, case studies, customer spotlights, etc.
- Meet or exceed KPIs and goals, as set by Onshape and Customer Success leadership
- Facilitate customer relationships through calls and on-site visits
