Experienced Customer Success Manager – Enterprise Software and Master Data Management Solutions (Remote US) or (Hybrid in Atlanta, GA)

Introduction to Profisee and Our Mission

Profisee exists to empower the possibilities of the data-enabled future. In a world where data drives decisions, opportunity, and innovation, the importance of trusted data simply cannot be overstated. As a growing Microsoft top-tier partner focused on data management solutions, particularly in the area of Master Data Management, we are dedicated to helping our customers unlock the full potential of their data. Our mission is to deliver exceptional value to our customers through our innovative solutions, expertise, and unwavering commitment to their success.

About the Role – Customer Success Manager

Reporting to our Vice President of Customer Success, the Customer Success Manager will play a pivotal role in helping our existing customers maximize their usage of Profisee's Master Data Management (MDM) Platform. This will result in customer retention, expanded deployments, and enthusiastic customers who will readily promote Profisee to their colleagues and peers. The ideal candidate will have a proven track record of delivering customer success in the enterprise software industry, with a strong focus on SaaS solutions and a basic understanding of business functions and core IT systems.

Key Responsibilities

• Manage approximately 50-60 enterprise software accounts across different customer segments, license models, and deployment models, ensuring that customers are realizing tangible business value from their partnership with Profisee.
• Work closely with cross-functional teams, including sales, marketing, and product development, to ensure that customer needs are met and that Profisee's solutions are delivering maximum value.
• Develop and execute a comprehensive account plan for each customer, prioritizing activities based on customer segment and motion.
• Engage with new customers from day one, ensuring that project planning, kick-off, requirements documentation, implementation, and go-live remain on track.
• Proactively identify and mitigate risk, leveraging cross-functional teams to help struggling customers realize their data management goals.
• Build strong relationships with key stakeholders and executive sponsors within customer accounts, enabling them to become "Data Heroes" within their own organization.

Performance Objectives

As a Customer Success Manager at Profisee, you will be expected to achieve the following performance objectives:

• Platform Adoption: Ensure that customers are leveraging Profisee's MDM Platform to deliver tangible business value, resulting in increased revenue, decreased cost, or decreased risk.
• Retention & Renewals: Exceed 95% gross retention of annual recurring revenue that is up for renewal, managing business-critical escalations and proactively identifying and mitigating risk.
• Customer Satisfaction: Create enthusiastic customers who will readily promote Profisee, becoming the trusted advisor to guide customers in achieving business outcomes that matter to their organization.
• Expansion: Identify additional use cases for the Profisee platform, resulting in platform expansion or conversion to SaaS, and leverage Profisee thought leaders and executives to align with customers' strategic goals.

Essential Qualifications

• Minimum five years of customer success experience in the enterprise software industry, ideally with SaaS solutions in the IT sector.
• Demonstrated experience in delivering customer success to enterprise software customers, with a strong track record of managing high-touch accounts and providing examples of helping customers navigate through journey and adoption of complex software solutions.
• Basic understanding of business functions and core IT systems, with experience working with customers across different industries.
• Strong execution skills, with the ability to prioritize work, ensure flawless follow-through, and escalate for assistance where needed.
• Motivated and accountable, with a strong sense of ownership and a willingness to roll up your sleeves to deliver results.

Preferred Qualifications

• Experience with Master Data Management solutions and a strong understanding of the data management landscape.
• Familiarity with Microsoft technologies and a strong network of contacts within the Microsoft ecosystem.
• Experience working with value-added resellers (VARs) and a strong understanding of the channel landscape.
• Strong analytical and problem-solving skills, with the ability to analyze complex data sets and develop creative solutions.

Career Growth Opportunities and Learning Benefits

At Profisee, we are committed to helping our employees grow and develop in their careers. As a Customer Success Manager, you will have access to a range of training and development opportunities, including:

• Comprehensive onboarding program, with a focus on Profisee's solutions, customer segmentation, and engagement motions.
• Ongoing training and development opportunities, including sales and product training, industry conferences, and workshops.
• Access to a range of online learning platforms, including LinkedIn Learning and Coursera.
• Opportunities for career advancement, including promotions to senior customer success roles or moves into other areas of the business, such as sales or marketing.

Work Environment and Company Culture

At Profisee, we pride ourselves on our amazing corporate culture, which is built around our core values of growth mindset, constructive candor, helpfulness, getting stuff done, and having fun. We believe in creating a work environment that is collaborative, supportive, and fun, with a range of perks and benefits, including:

• Flexible working hours and remote work options, with a focus on work-life balance.
• Generous PTO policy, with a minimum of 15 days per year.
• 100% employer-paid health, dental, and vision insurance for employee-only coverage.
• 401k retirement plan with company match.
• Employee wellness days, with opportunities to recharge, re-energize, or pursue your passions.

Compensation, Perks, and Benefits

We offer a competitive compensation package, with a range of perks and benefits, including:

• Base salary, with opportunities for bonuses and commissions.
• Stock options, with the opportunity to own a piece of Profisee.
• Comprehensive benefits package, including health, dental, and vision insurance, 401k retirement plan, and life insurance.
• Flexible spending accounts, with the opportunity to set aside pre-tax dollars for healthcare and childcare expenses.
• Employee recognition and reward programs, with opportunities to earn bonuses, gifts, and other rewards.

Conclusion

If you are a motivated and experienced customer success professional, with a passion for delivering exceptional customer experiences and driving business growth, we want to hear from you. At Profisee, we are committed to helping our customers unlock the full potential of their data, and we believe that our Customer Success Manager role is a key part of that mission. With a range of perks and benefits, a collaborative and supportive work environment, and opportunities for career growth and development, we believe that Profisee is the perfect place to take your career to the next level. So why not apply today and join our team of talented and dedicated professionals?