Engageware

Customer Success Manager

• Execute the regional Customer Success strategy in alignment with global company and CS priorities.
• Translate global CS initiatives, processes, and standards into effective regional execution.
• Identify regional trends, customer needs, market dynamics, and opportunities.
• Partner with Sales, Professional Services, Support, Product, Marketing, and Finance to ensure a coordinated customer strategy.
• Own regional Customer Success performance, focusing on NRR, GRR, renewals, churn prevention, and expansion opportunities.
• Establish visibility into the regional renewal pipeline and ARR at risk.
• Lead regional risk-management and escalation processes for strategic and high-risk accounts.
• Ensure CSMs have clear account plans, success plans, and action plans.
• Partner with Sales and Account Management on expansion, cross-sell, and upsell opportunities.
• Build and maintain executive-level relationships with key regional customers.
• Support strategic customer conversations, executive business reviews, QBRs, escalations, and renewal discussions.
• Act as an escalation point for critical customer situations and coordinate cross-functional resolution.
• Communicate customer feedback and market insights to Product, Sales, Support, Engineering, and leadership.
• Lead, coach, and develop regional Customer Success team members.
• Ensure customer segmentation, coverage models, and account ownership across the region.
• Partner with Talent/HR on hiring, onboarding, performance management, and organizational design.
• Drive scalable CS processes, tools, and methodologies across the region.
• Ensure CRM and CS platforms provide accurate visibility into customer health, renewals, risks, activities, and outcomes.
• Improve CSM productivity through automation, AI, Digital CS, and standardized processes.
• Improve visibility and predictability of renewals, churn risk, and ARR at risk.
• Strengthen executive relationships, customer value realization, adoption, regional NRR, and expansion.

Explore Customer Success – Regional Manager at Engageware. Review requirements and application details.

Open roles

Customer Success – Regional Manager