Customer Success Manager

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The future of work is flexible and so is OneSpan. Our teams have proven that they are able to achieve their goals together while being apart throughout the global pandemic and we are embracing work flexibility. Whenever possible, you can choose when you wish to come into the office and when you wish to work from home and get to enjoy the benefits of both worlds. 

OneSpan is looking for a Customer Success Manager (CSM) to join our team in CHICAGO.

As a OneSpan Customer Success Manager (CSM), you are responsible for working closely with Sales Managers on the adoption,  retention and growth of OneSpan’s portfolio of customers, providing technical leadership coupled with a deep understanding of each customer’s implementation, thus ensuring overall adoption and driving greater business value and satisfaction.

In this role, you will develop close relationships with your portfolio of customers, connecting with key business executives and IT stakeholders, developing an understanding of their business requirements and goals. Leveraging this customer knowledge, you will provide adoption, industry and implementation best practices and personalized recommendations to ensure your customers maximize value from their investment in OneSpan.

This role will also include being responsible for the renewals of our existing contracts and acting as an escalation point in case of unexpected issues.

Key Responsibilities: 

  • Ensuring customers derive value from their investment in OneSpan’s solutions.
  • Develop a trusted adviser relationship with customer key stakeholders and executives to ensure full potential of their OneSpan solution to be realized. You will engage with our clients as soon as we acquire them.
  • Constantly measure an monitor Customer Health.
  • Regularly develop customer relationships to drive successful customer outcomes, improving adoption, retention and customer satisfaction.
  • Leverage comprehensive understanding of OneSpan products and platform to provide relevant adoption and technical recommendations on solutions and enhancements customized to customers’ business needs.
  • Collaborate with Sales Managers to ensure growth attainment.
  • Identify and assess renewal risks for customers’ license, maintenance and subscriptions and collaborate with internal teams to ameliorate.
  • Drive the renewals of existing customer contracts. This includes creating and following up on existing contracts and/or extra options to upsell.
  • Assist with high priority requests and serve as an escalation point when needed.
  • Maintain a regular renewals outlook and ensure timely customer renewals.
  • Support your manager in preparing and updating forecasting and sales pipeline data.

Minimum Requirements:  

  • Bachelor's degree in Business Administration, Marketing or any related and relevant fiedl 
  • A minimum of 4-5 years of successful relevant work experience in a client-facing role – ideally using Salesforce CRM or related applications in a SaaS environment.
  • Experience on monitoring Customer Health, and utilizing a CSM Software
  • Proven track record on successful customer outcomes, improving adoption, retention and customer satisfaction
  • Previous Customer Success experience including renewals of customer contracts.
  • Demonstrated ability to communicate (both written and verbal), present and influence credibly and effectively at all levels of the organization, including executive and C-level.
  • Ability to navigate and advise on efforts related to complex customer requests or projects involving multiple parties and enterprise systems, escalating for assistance if needed.
  • Strong teamwork mentality - a True Team Player across all levels and teams within the organization.
  • Self-starter with strong willingness on getting things done under minimum supervision
  • Strong organizational skills with a strong sense of accountability and initiative.
  • Solution Focused – proactive in finding solutions to customer and internal issues.
  • Strong knowledge of business processes (Sales, Marketing, Service, Support) business applications and automation.
  • Strong knowledge of English (spoken and written). Spanish is a plus.

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About Us:

We offer YOU the opportunity to protect the world from digital fraud. You hold significant responsibility and accountability; your work makes an impact. We move quickly to stay on top of the latest technology and industry trends, which inform and help your work. If you want to join a team that helps organizations secure their digital transformation, we want to “meet” you!

We know it takes people with a diversity of perspectives, ideas and culture to make our company succeed. We are committed to building a community of belonging and meaningful connections. We also believe that hiring the best talent will lead to the creation of better products and services.

OneSpan is an Equal Opportunity employer including Disability/Veterans, for more information please visit our Talent Acquisition Privacy Center

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries

Location

Our company is in the heart of downtown with easy access to public transportation, bars and restaurants. Plus we have amazing views!!

An Insider's view of OneSpan

What's something quirky about your company?

My co-workers are not just those sitting next to me. I collaborate with people from around the world on a daily basis.

Tim

Website Manager

What does your typical day look like?

Some days, even before 9 a.m., I’ll speak to a product manager in France, a sales rep in Turkey, a marketing colleague in Montreal, and a business solutions manager in Belgium. I’ve never had the pleasure of working with such a wide variety of people and cultures. It makes OneSpan truly unique in my career.

Sam

Product Marketing Manager

What are some things you learned at the company?

Collaboration is key. Cross-departmental meetings are designed to help us align on challenges. We all unite to overcome any difficulties, where it feels like I’m helping them as much as they are helping me. Working together is one of OneSpan’s biggest values. Not only does the company preach teamwork, but it really values it.

Richa

Enterprise Data Analyst

What is your vision for the company?

We will transition from software-based offering to a services offering, this will allow our customers to consume ID verification and authentication in simple and cost-effective way. Our ability to keep up and excel in the delivery of security-as-a-service will require a concerted effort by the company and its people to be increasingly agile.

Scott

Chief Executive Officer

What makes someone successful on your team?

A passion for teamwork and desire to work collaboratively with a focus on the future; a strong desire to roll up their sleeves and think beyond their job description; a drive to put customers above all else; and a compulsion to learn and grow rather than maintain the status quo.

Tracy

Chief Human Resources Officer

What are OneSpan Perks + Benefits

Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Beer & wine happy hours!
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
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