Customer Success Manager - REMOTE

Overview

Our award-winning solutions and services allow businesses across industry domains to become more agile, flexible and adaptable. With years of experience understanding key industry requirements, Siemens Digital Industries solutions help companies quickly realize value in products and processes. We help organizations of all sizes digitally transform their operations. Through our unique portfolio, customers can access integrated software and services for electronic and mechanical design, system simulation, manufacturing, operations and lifecycle analytics.

As a business unit of Siemens Digital Industries, Siemens Digital Industries Software focuses on delivering industrial software and solutions. Key areas include product lifecycle management (PLM), electronic design automation (EDA) and low-code tools. Our offerings support design, development and manufacture for industry, from chips to entire systems, from products to processes, across all industries. We are on a mission to hire the very best and are our Customer Success organization is focused on creating a culture centered on embracing a growth mindset and encouraging teams and leaders to bring their best each day.

General Summary of the Job: We are looking for a Customer Success Manager to work with our Enterprise SaaS customers. You will play a crucial role in enabling continuous adoption of our cloud solutions and ensuring their business outcomes are being achieved while building long lasting relationships with our customers.

You will play a crucial role in engaging with customers through the lifecycle to achieve

• building deep, positive relationships with customer leads as well as their teams, intimately understanding our customers’ objectives and working with the Siemens account team to maintain high levels of customer satisfaction
• delivering above-benchmark customer satisfaction, measured at the key moments that matter in the customer’s adoption journey, and also regularly every year to assess the health of the relationship
• Verified value outcomes achieved by customers through our solutions by
• ensuring customers are adopting our products and realizing their value
• being a challenger to our customers to stay focused on delivering business value, avoiding unnecessary complexity
• determining how to define, drive, and demonstrate the value delivered
• identifying opportunities for continuous improvement
• Best possible time-to-value by
• collaborating with sales on new opportunities ahead of contract signature to identify the customer success plan
• onboarding Siemens customers with a focus on accelerating their time to value and helping them achieve their positive business outcomes
• driving product adoption measured by product usage within your portfolio
• Successful expansion and renewal of the engagements by
• identifying opportunities for upsell and cross-sell, through tightly understanding your customer’s business
• working closely with sales to ensure a successful renewal
• Profitable outcomes by
• championing simplicity within your customer engagement
• helping sales to achieve scale within your customer
• using repeatable processes and best practice
• Lead cross-functionally to drive customer success by
• being a champion for customers at all times
• advocating for customer's needs and provide feedback to internal teams on how we can better serve our customers
• intervening to prevent or resolve customers escalations
• working collaboratively with the rest of the regional and global customer success teams, account teams and local organisations
• Must currently reside in the United States, and be able to work remotely from a home office, if necessary, unless already in a CSM position within DISW.
• A Minimum of 3+ years of experience is required within a customer-facing or Account Management role, within a software or technology company (highly prefer experience within an enterprise software company).
• Proven customer management skills with Enterprise accounts, and ability to build strong executive relationships
• Must have experience with CAD/CAE/CAM or overall PLM (Product Lifecycle Mngt) tools. An understanding of technology and an ability to explain how technology…