Customer Success Lead

The Customer Success Lead is responsible for driving customer retention and adoption by leading success plans, managing customer relationships, and ensuring clients realize value from Open iT's solutions. This role focuses on analyzing customer health, guiding strategic engagements, and collaborating with Account Managers to support growth opportunities.

Key Duties and Responsibilities:

• Churn Mitigation: Develop and execute customer "Success Plans" to drive adoption, maximize value, and reduce churn risk.
• Customer Engagement: Lead regular customer check-ins and business reviews to align on goals, demonstrate value, and strengthen relationships.
• Advocacy Development: Identify and nurture power users into active advocates, including references and case study participants.
• Roadmap Alignment: Facilitate discussions on product roadmap and align future developments with customer business objectives.
• PoC Leadership: Lead Proof of Concepts by defining success criteria and ensuring alignment with long-term customer goals.
• Customer Health & Adoption: Analyze usage trends and customer maturity to proactively address risks and drive sustained adoption.
• Expansion Support: Identify growth opportunities and collaborate with Account Managers by providing customer insights, technical input, and readiness assessments.

Required Qualifications:

• Experience: Minimum 5 years in Customer Success, Account Management, or a related customer-facing role.
• Domain Expertise: Experience managing complex software licensing environments (e.g., Oracle, Microsoft, IBM).
• Technical & Business Acumen: Understanding of SaaS models and ability to align solutions with business outcomes.
• Data-Driven: Ability to interpret customer usage data and translate insights into action.
• Track Record: Experience supporting retention and growth initiatives, including contribution to NRR and expansion opportunities.
• Certifications: Familiarity with ITIL or Software Asset Management (SAM).