Customer Success Manager

About the role

Key Responsibilities 1. Strategic Customer Success & Value Realization  Define clear business outcomes, ROI benchmarks, and Joint Customer Success Plans during onboarding.  Monitor value realization metrics, demonstrating how Antino’s software services drive measurable operational efficiency, cost reduction, or revenue expansion.  Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) showcasing tangible technical and business ROI to executive stakeholders. 2. Technical Solution Alignment & Enablement  Serve as the technical bridge between client business leads and internal Delivery, Product, and Engineering teams.  Possess functional knowledge of software delivery lifecycles (SDLC), APIs, cloud technologies, and technical architectures to understand client requirements and articulate technical feasibility.  Conduct technical walkthroughs, feature demonstrations, and solution enablement sessions to accelerate client time-to-value. 3. Client Onboarding & Relationship Management  Own the end-to-end client onboarding process, ensuring seamless handoffs from Sales to Engineering delivery teams.  Build trusted advisor relationships with technical leads, product owners, and C-level executives. 4. Account Growth & Renewal Management  Proactively track account health metrics to identify churn risks and execute mitigation strategies early.  Identify expansion, upselling, and cross-selling opportunities by identifying unmet technical or business needs within client portfolios. 5. Escalation & Issue Resolution  Manage critical technical and operational escalations, coordinating cross-functionally to resolve issues within agreed SLAs. Qualifications and Skills  Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related technical field.  Experience: 2–4 years in Customer Success, Technical Account Management, or Implementation Delivery within IT Services, Custom Software, or Technical SaaS environments.  Technical Knowledge: Strong technical comprehension of software engineering concepts, web/mobile architectures, API integrations, and cloud platforms to effectively converse with technical stakeholders.  Strategic CS Expertise: Demonstrated experience in Value Realization frameworks, business outcome mapping, success planning, and conducting ROI-driven business reviews.  Relationship Building: Proven capability in managing executive stakeholders, technical teams, and cross-functional engineers.  Tool Proficiency: Hands-on experience with CRM tools (Salesforce, HubSpot, Zoho), ticketing systems (Jira), and Customer Success platforms.

Key Skills