About Us
Our mission is simple: we want to help our customers solve complex business matters using easy digital solutions. With over 2000 customers trusting us daily, our passionate and technologically savvy team drives innovation at every turn.
Build your technology career with us, help us build the solutions above - apply now and be part of the To-Increase architect team. We offer more than just a job. We offer a dynamic environment where you'll have ample opportunities to learn, grow, and make a real impact. Join us to help shaping the future of digital solutions, let us help you take your architect skills to the next level.
Why Work for Us?
As a Customer Success Manager at STAEDEAN, you will be at the forefront of driving customer satisfaction, product adoption, and long-term value realization. You will proactively manage a portfolio within a designated region, building strong operational and commercial relationships with stakeholders and becoming their trusted advisor.
You will oversee the customer journey from onboarding through renewal, ensuring alignment with their strategic objectives and maximizing the impact of our solutions. A key aspect of this role is contributing to our Net Revenue Retention (NRR) goals by identifying and executing opportunities for upsell and cross-sell. Through close collaboration with internal teams, you will help customers unlock the full potential of our offerings, advocate for their needs, and drive continuous improvement.
What CSM you will Do:
- Manage key customer accounts in your assigned region throughout their journey with STAEDEAN, advocating for their needs to drive adoption and value realization of our solutions. Orchestrate success by managing both internal and external communications and aligning cross-functional efforts.
- Identify and close opportunities for upselling and cross-selling based on customer goals and evolving needs, contributing directly to Net Revenue Retention (NRR) and overall account growth.
- Build and maintain strong operational and executive relationships with customers, guiding them through implementation and beyond to ensure long-term success and satisfaction.
- Develop a deep understanding of STAEDEAN’s product capabilities and collaborate with customers to demonstrate how our solutions deliver measurable business value.
- Proactively monitor customer health to identify early signs of dissatisfaction or risk. Take ownership of mitigation strategies to reduce churn and strengthen retention.
- Implement targeted strategies to enhance customer retention, leveraging insights and feedback to continuously improve the customer experience.
- Track, analyse, and report on key customer success metrics—including satisfaction, adoption, retention, and expansion—to inform strategic decisions and drive continuous improvement.
What You Need to Be Successful:
- Bachelor’s degree or equivalent practical experience.
- Minimum 3–5 years of experience in Customer Success or Account Management, preferably within a SaaS or technology-driven environment.
- Proven ability to navigate complex customer organizations, building strong relationships with key stakeholders and executive sponsors aligned to strategic business objectives.
- Demonstrated ability to understand and anticipate customer needs, ensuring a positive experience and actively contributing to satisfaction, retention, and long-term success.
- Proven track record of identifying and driving upsell and cross-sell opportunities that align with customer goals.
- Strong stakeholder management skills, with experience engaging both internal teams and external client stakeholders.
- Proactive and self-driven, with the ability to take initiative and collaborate cross-functionally to deliver customer outcomes and business impact.
- Adaptable to evolving customer needs and capable of supporting scaling operations in a dynamic environment.
- Excellent communication, problem-solving, and relationship-building skills.
- Ability to quickly grasp and clearly articulate both technical and business concepts to diverse audiences.
- Experience working in a software company or ISV environment is highly beneficial, with a solid understanding of how software solutions deliver value to customers.
- A mindset for continuous improvement, with the ability to identify and enhance internal processes using the latest tools and technologies, including AI-driven solutions.
- Excellent written and verbal communication skills.
- Strong ability to work cross-functionally with internal teams to ensure customers achieve their desired outcomes.
- Problem solving and skilled at understanding customer needs, identifying gaps, and recognizing potential risks early.
- Innovation & Growth Mindset: Eager to continuously improve both personally and professionally.
Why You Should Apply:
If you are ready to take on exciting challenges in a fast-paced, innovative environment, STAEDEAN is the place for you. Together, we will shape the future of technology and revolutionize business transformation.
- Be Part of a Dynamic Community: Our supportive and vibrant environment ensures your contributions truly matter. You'll work with passionate professionals who are dedicated to making a difference.
- Drive Innovation and Excellence: As a STAEDEAN, you’ll be at the forefront of innovation, developing solutions that transform industries and drive sustainable impact.
- Grow and Thrive: We are committed to fostering a culture of continuous improvement and shared success. Whether you're an experienced professional or just starting your career, you'll find ample opportunities to develop your skills, take on new challenges, and grow.
- Make a Meaningful Impact: Your work at STAEDEAN will have a real impact on our customers, partners, and the world. Together, we strive to achieve extraordinary things, pushing the boundaries to create a better future.
If you're ready to make an impact in a dynamic environment where innovation thrives, we invite you to bring your expertise to our team.
