Customer Success Manager

⚡️ Why Altium?

Altium is transforming the way electronics are designed and built. From startups to world’s technology giants, our digital platforms give more power to PCB designers, supply chain, and manufacturing, letting them collaborate as never before.

• Constant innovation has created a transformative technology, unique in its space
• More than 30,000 companies and 100,000 electronics engineers worldwide use Altium
• We are growing, debt-free, and financially strong, with the resources to become #1 in the EDA industry

Job Description:

We are seeking an experienced and strategic Customer Success Manager to join our dynamic team for the SaaS product . As a ​​Customer Success Manager​​, you will own the ​​end-to-end customer journey​​ for our SaaS clients, ensuring they achieve maximum value from our solutions while driving ​​renewals, expansions, and revenue growth​​. You will serve as the primary advisor, aligning product adoption with customer goals to secure long-term partnerships and meet ​​performance targets​​. The ideal candidate will be customer-obsessed, analytically minded, and passionate about delivering exceptional service experiences while fostering a high-performing team culture.

Key Responsibilities:

1. Team Leadership & Management:

• Lead, mentor, and develop a team of Customer Success Specialists, providing guidance, coaching, and performance feedback to ensure team goals are met or exceeded.
• Oversee the day-to-day operations of the Customer Success team, ensuring alignment with company objectives and customer expectations.
• Foster a collaborative and inclusive team environment that encourages continuous learning and professional growth.

2. Customer Lifecycle Management:

• Lead the internal teams to guide clients through onboarding, adoption, and optimization phases, ensuring seamless integration and ROI realization.
• Develop ​​success plans​​ with measurable milestones to track progress and address risks proactively
• Act as the voice of the customer, translating feedback into product improvements and advocating for client needs internally ensuring high levels of customer satisfaction and loyalty.
• Collaborate closely with cross-functional teams, including Sales, Product, and Support, to deliver a seamless and consistent customer experience.

3. Customer Success Strategy & Execution:

• Monitor customer usage and engagement metrics to identify opportunities for improvement, adoption, and potential upselling or cross-selling.
• Conduct regular customer check-ins, feedback sessions, and satisfaction surveys to understand customer needs and expectations, and use insights to drive continuous improvement.
• Lead the delivery of product training, webinars, and workshops to enhance customer proficiency with Altium Develop.X portfolio, and oversee the team's training efforts.
• Respond to escalated customer inquiries and issues, providing effective solutions and ensuring timely resolution.

4. Renewal & Revenue Accountability​​

• Own ​​renewal pipelines​​ and mitigate churn risks through strategic engagement, leveraging usage data and health metrics.
• Develop and execute customer success plans that drive customer retention, expansion, and advocacy.
• Identify ​​upsell/cross-sell opportunities​​ by aligning customer needs with additional product capabilities
• Meet/exceed ​​renewal rate and expansion targets​​, directly impacting company revenue.
• Collaborate with Sales and Support teams to ensure cohesive customer experiences and timely issue resolution

Qualifications:

• Bachelor's degree in Business, Engineering, Computer Science, or a related field.
• 3-5 years of experience in customer success, account management, or a related role, with at least 1 year in a leadership or supervisory capacity, preferably in the SaaS or software industry.
• Deep understanding of SaaS products and the customer lifecycle, with a proven track record of driving customer success and retention.
• Strong written and verbal communication skills, with the ability to build and maintain strong customer and team relationships.
• Excellent leadership and team management skills, with the ability to motivate, coach, and develop team members.
• Analytical skills with a focus on customer-centric problem-solving and data-driven decision-making.
• Proficiency with CRM systems and customer success tools, with the ability to leverage data to drive insights and actions.
• Experience with technical products and the ability to understand and articulate customer technical needs.
• Ability to travel occasionally for customer meetings, events, and team activities as required.
• Knowledge of the electronics design automation (EDA) industry and Altium Designer is advantageous.

Nice to Have:

• Certification in customer success, project management methodologies, or leadership development programs.
• Experience with SaaS products in the industrial or electrical manufacturing sector.
• Advanced proficiency in data analysis tools and techniques, with the ability to create and interpret complex reports and dashboards.

🎯 What Matters to Us

• Big-thinking in pursuit of purpose
• Diversity of thought
• Courage of conviction
• Transparency of intent
• Ingenuity of AND
• Agility in action
• Adaptability of approach
• Grit in pursuit of mission

🌍 Also, we would like you to know

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

💡 Learn more about why a career at Altium is an opportunity like no other: https://www.youtube.com/watch?v=cAYCOLpPLPE 

✈️ Altium Benefits: https://careers.altium.com/#s-benefits 

👏 Are you already an Altium employee? Please apply directly through our internal Greenhouse job board. If you have questions, please contact HR.