SpringCM is the leader in the rapidly growing Contract Lifecycle Management (CLM) cloud software market. Our platform manages contracts, documents and all types of content, accelerating productivity for fast moving organizations using Salesforce.com. SpringCM serves over 600 clients globally and is led by a seasoned team of entrepreneurs that have built other successful companies. SpringCM has raised more than $45M in growth capital from leading VC’s in Silicon Valley and elsewhere.

As a Senior Customer Success Manager you will be required to help customers realize their business outcomes and vision from SpringCM. The CSM will identify and leverage company-wide resources to address any customer satisfaction, growth opportunity or risk in their portfolio. Our CSMs are expected to possess knowledge, expertise, and experience in the Software-as-a-Service business models, account management, customer relationship building, and program and project management. Our Customer Success group works with customers to drive user adoption, lock in renewals, participate in commercial negotiations as a customer advocate and business partner, and identify upsell/cross-sell opportunities.

Your responsibilities will include:

• Primary ownership and accountability for ensuring customer growth, satisfaction, and retention within the assigned accounts, moderate complexity and large mid to small enterprise customer portfolio
• Work with Account Executive to build, maintain and execute on account plans for each assigned account and coordinate appropriate internal domain experts for delivery
• Develop strong relationships with all key decision makers and influencers
• Identify, develop, and recognize new opportunities for expanding your Customers' business volume
• Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation plans
• Own all primary Customer communication and resolve escalations with autonomy related to the services provided by Salesforce Commerce Cloud
• Demonstrated experience in identifying and mapping the customer org structure with ability to bridge turnover at any level of the organization
• Collaborate effectively with the Sales organization to close incremental revenue and secure long-term renewals
• Ensure ongoing adoption by customers by introducing innovation
• Act as the liaison between Product Management and the Customer with a focus on feature collaboration and communicating the SpringCM roadmap in a balanced "one-versus-many" approach required by the SaaS model
• Collaborate with customer's implementation partner or SpringCM Professional Services to achieve overall satisfaction with the solution and to create a trusted 3-way partnership between customer, partner, and SpringCM
• Build a solid base of referenceable customer contacts within your assigned portfolio

REQUIREMENTS

• 8+ years of professional experience with at least 3 years of experience in the SaaS/enterprise software Customer Success, Account Management or Client Services managing multi-million dollar portfolios of recurring revenue.
• Exposure to the development, execution, and oversight of account plans for top tier customers.
• Experience with ECM/Document Management/Contract Management or BPM systems; Documentum, OpenText, K2, Appian, preferred.
• Familiarity with XML, XPath, and Web Services.
• Strong command stature / executive presence at the C-Suite level; demonstrated ability to seamlessly participate in discussions with business and technical leadership.
• Willingness to become proficient in demoing the platform and gaining the confidence of the CIO's office.
• Experience working with distributed, co-located teams required.
• Excellent verbal and written communication and in-person and virtual presentation skills.
• Ability to work independently and to collaborate effectively across functions as part of team in a matrixed environment.
• Success working in a fast-paced, dynamic and creative environment with a rapidly growing company.
• Bachelor's' degree in a related field required.
• Must be able to travel domestically and internationally up to 40% of the time.