Customer Success Manager

The Customer Success Manager (CSM) builds trusted, strategic relationships with customers to guide them throughout their journey with Command Alkon. They serve as the customer’s advocate and advisor, ensuring successful adoption, value realization, and long-term partnership. CSMs have a strong understanding of the heavy building materials industry and Command Alkon’s innovative product suite. They collaborate cross-functionally to drive issue resolution and continuous improvement, ensuring customer satisfaction and retention. This role is vital in helping customers achieve measurable business outcomes while fostering loyalty and growth. How You'll Succeed Build and maintain trusted relationships with key customer stakeholders to ensure alignment and success. Act as a strategic partner by deeply understanding each customer’s goals, workflows, and challenges within the heavy building materials ecosystem. Proactively guide customers through onboarding, adoption, and expansion phases to maximize value from Command Alkon’s solutions. Lead the coordination of cross-functional teams (Product, Support, Engineering, and Sales) to ensure timely resolution of complex customer issues. Monitor key success metrics (adoption, satisfaction, retention, and growth) to ensure customer health and proactively address risks. Embrace continuous learning to stay informed about evolving product capabilities and industry innovation. Serve as the voice of the customer by providing feedback to internal teams to drive product and process enhancements. Grow and Protect Command Alkon Annual Recurring Revenue. Identifying risk and growth opportunities. Foster a culture of accountability, collaboration, and proactive problem-solving within the customer success function. What You Bring Strong relationship-building and communication skills with the ability to influence and earn trust at all organizational levels. Deep understanding of the heavy building materials industry, including operational and logistical challenges. Experience managing complex customer relationships in a SaaS, technology, or industrial setting. Proven ability to navigate cross-functional environments and drive timely issue resolution with multiple stakeholders. Analytical mindset with the ability to interpret data and translate insights into actionable recommendations. Curiosity and commitment to continuous learning; ability to quickly adapt to new technologies and changing business environments. Proactive ownership of customer success outcomes, demonstrating accountability and initiative. Experience using CRM, analytics, and customer success management tools preferred. Who You Are Customer Focus: Builds strong relationships and delivers customer-centric solutions. Communicates Effectively: Develops and delivers clear, tailored communication to diverse audiences. Collaborates: Works effectively across functions to meet shared goals. Manages Complexity: Makes sense of complex information to solve problems effectively. Nimble Learning: Actively learns through experimentation and embraces change. Instills Trust: Gains confidence of others through honesty, integrity, and consistency. Business Insight: Applies knowledge of business and market dynamics to drive customer and company success. Action Oriented: Tackles challenges with energy and a results-driven mindset. All Company Core Competencies Customer Focus: You build strong customer relationships and deliver customer-centric solutions. Cultivates Innovation: You create new and better ways for the organization to be successful. Collaborates: You build partnerships and work collaboratively with others to meet shared objectives. Instills Trust: You gain the confidence and trust of others through honesty, integrity, and authenticity. Self-Development: You actively seek new ways to grow and be challenged using both formal and informal development channels. #J-18808-Ljbffr