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Malbek

Customer Success Manager

Malbek

. Own the post-implementation customer journey, including onboarding readiness, adoption, health, retention, renewal, and value realization .

Posted 9/23/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success and SaaS Implementation, focusing on onboarding, adoption, and value realization. Proficient in developing success plans and managing stakeholder relationships to ensure measurable business outcomes and sustained customer engagement.

Highest-signal resume keywords
Customer Success ManagementSaaS ImplementationCLM Best PracticesStakeholder EngagementRisk Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Onboarding StrategiesSuccess PlanningGovernance ModelsAdoption StrategiesAPIs and Enterprise IntegrationsRisk Mitigation PlansValue RealizationData FlowsUse-Case IdentificationChange Management
Soft Skills
Excellent CommunicationPresentation SkillsFacilitation SkillsAnalytical SkillsStakeholder Management
Tools & Technologies
PlanhatGainsightZendeskJiraAzure DevOpsMicrosoft Office
Industry Keywords
B2B SaaSContract ManagementLegal OperationsProcurementCommercial OperationsComplianceLife Sciences

Tech Stack

Tools & technologies
AzureERP

About the role

Key responsibilities & impact
  • Own the post-implementation customer journey, including onboarding readiness, adoption, health, retention, renewal, and value realization
  • Lead onboarding and post-go-live programs covering stakeholder alignment, success planning, enablement, adoption milestones, and steady-state transition
  • Build success plans connecting business objectives, measurable outcomes, milestones, risks, dependencies, and product capabilities
  • Advise customers on CLM best practices across intake, authoring, review, approvals, execution, repository management, obligations, reporting, and governance
  • Drive adoption, monitor health and engagement indicators, and coordinate recovery plans when risks arise
  • Lead customer health reviews, executive business reviews, and strategic sessions communicating progress, value, risks, recommendations, and next steps
  • Support change management, governance, stakeholder readiness, and sustained adoption
  • Partner with Account Management on renewal and expansion by documenting outcomes and maintaining relationships with decision-makers
  • Collaborate with Professional Services, Technical Account Management, Support, Product, Sales, and Marketing to coordinate customer outcomes
  • Represent the voice of the customer and improve Malbek’s success playbooks, templates, health models, and scalable programs
  • Ensure customers achieve steady-state adoption, measurable business value, clear governance, and successful long-term partnerships

Requirements

What you’ll need
  • 5+ years in Customer Success, Professional Services, SaaS Implementation, Strategic Account Management, or a similar B2B SaaS customer-facing role
  • Experience leading enterprise onboarding, implementation transitions, post-go-live adoption, and value realization for complex SaaS solutions
  • Practical CLM experience or substantial experience with legal, procurement, sourcing, commercial operations, or contract-driven processes
  • Strong knowledge of the SaaS customer lifecycle, including adoption, optimization, risk management, retention, renewal, and expansion
  • Ability to lead strategic conversations with executive, business, administrative, and technical stakeholders
  • Experience developing success plans, adoption strategies, governance models, executive reviews, and risk mitigation plans
  • High-level understanding of APIs and enterprise integrations, including data flows, authentication, webhooks, dependencies, and common SaaS integration patterns
  • Experience supporting adoption, use-case identification, responsible enablement, governance, or value realization for AI-enabled software
  • Excellent communication, presentation, facilitation, analytical, and executive stakeholder-management skills
  • Ability to manage multiple enterprise engagements and cross-functional dependencies in a fast-paced environment
  • Preferred: Experience with CLM or adjacent legal, procurement, CRM, ERP, document, identity, or workflow technology
  • Preferred: Knowledge of contract management, legal operations, procurement, sourcing, compliance, or commercial operations
  • Preferred: Experience partnering with implementation, architecture, technical account, integration, or product teams
  • Preferred: Familiarity with Planhat, Gainsight, Zendesk, Jira, or Azure DevOps
  • Preferred: Strong Microsoft Office skills and experience creating executive-ready customer materials
  • Experience supporting Life Sciences or other highly regulated organizations is a plus