Customer Success Manager - Texas area

About Progress Software

We are Progress (Nasdaq: PRGS) - the trusted provider of software that enables our customers to develop, deploy and manage responsible, AI-powered applications and experiences with agility and ease. We’re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as a Customer Success Manager and help us do what we do best: propelling business forward.

Role Overview

This will be a remote role but due to where the territory is, we need folks to be in the TX area. As a Customer Success Manager, you will be responsible for post-sales activity for Progress Software’s most strategic and key customers. This role serves as the primary point of contact for these customers. This individual contributor role will provide the employee with the opportunity to work closely with other members within Progress Software Chef group to help customers meet their desired business outcomes, customer retention, and build relationships. The CSM is an experienced professional who can work individually but can influence others to provide the premier level of service to our strategic customers.

You will use strong relationship-building skills, strategic planning abilities, and a keen focus on customer success to develop and support our strategic customers. You will collaborate with internal and external stakeholders, including executive leadership, to ensure the optimal utilization of our products and solutions.

In This Role, You Will

• Manage a portfolio of customers to drive greater business value and ensure our customer investments are being optimally leveraged.
• Act as a strategic partner with insights into customer objectives and driving product adoption by aligning Progress's features and functionality with customers' overall business needs.
• Identify Progress services and offerings and how they help meet customer’s objectives leading to upsell opportunities.
• Act as a liaison between product management and the customer with a focus on communicating the Progress Roadmap and how this will influence customer activities.
• Collaborate cross-functionally with account team members to create a seamless & optimal customer experience.
• Lead customer meetings, QBR's, and facilitate strategic business reviews when required.
• Implement comprehensive engagement and communication strategies to maintain high customer satisfaction and minimize churn.
• Develop metrics, processes, and best practices to optimize customer value and satisfaction.
• Serve as the primary interface for managing and resolving critical situations within accounts.

Expected Results Within 3-6 Months

• A proficient knowledge of Progress Software Chef product, services, and offerings.
• Self-sufficient management of a portfolio of 25 customers in the United States.
• Detailed & prioritized account plan development, including product adoption strategies and the identification of any upsell opportunities.
• Manage and establish customer relationships including key executives and decision makers.
• Timely execution of customer success engagements.

Your Background

• 3+ years in Customer Success, with a proven ability to manage relationships in complex organizations, including Fortune 500 and Global 2000 customers.
• Bachelor’s degree or equivalent work experience.
• Demonstrated experience in customer management within a software or SaaS environment, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels.
• Experience with both Gainsight and Salesforce are required.
• Strong verbal and written communication skills, including the ability to chair meetings with executive leadership.
• Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services, and Product Management).
• Certifications in customer success, project management, or related fields are a plus.
• Ability to travel up to 20%.

Compensation and Benefits

Base Salary Range: $81,000 - $96,000. This position is also eligible to participate in our commission plan (up to an additional $24,000). Final base compensation is determined by a number of factors, including but not limited to job-related skills, education, demonstrable experience, and allowance for future and continued salary growth. We also offer a robust benefits package.

• Medical, dental, vision, life & disability, and financial benefits (including 401(k) retirement savings plan).
• Tuition Reimbursement program.
• Additional voluntary benefits including crucial illness/hospital indemnity, identity theft protection, auto & home insurance, legal, and pet insurance.
• Competitive salary, uncapped commission, and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback.
• Flexible paid vacation time, paid day off for your birthday, and company holidays.
• A variety of leave plans, including Parental Leave.
• Employee Assistance Program (EAP) and an employee well-being program focusing on physical, mental, and financial health.

Key skills/competency

• Customer Success Management
• Relationship Building
• Strategic Planning
• Product Adoption
• Account Management
• SaaS
• Customer Retention
• Cross-functional Collaboration
• Salesforce
• Gainsight