Symplicity

Customer Success Manager

• Build and maintain trusted client relationships throughout the customer lifecycle
• Act as a strategic advisor to help clients define goals, establish KPIs, and achieve measurable outcomes using Symplicity and Orbis solutions
• Support onboarding, implementation, adoption, and optimization of products and services
• Facilitate discovery workshops and client meetings to understand challenges, workflows, goals, and requirements
• Translate client business requirements into actionable recommendations and map solution capabilities to client needs
• Provide guidance and frontline support for product questions, challenges, and workflow issues
• Help clients adopt new product features, functionality, and best practices
• Communicate technical concepts to non-technical stakeholders
• Collaborate with Product, Development, Support, Implementation, and internal teams on customer feedback and requirements
• Identify opportunities to improve product usability, functionality, adoption, and customer experience
• Proactively identify at-risk clients and develop engagement and satisfaction strategies
• Identify upsell and cross-sell opportunities and collaborate with Account Executives
• Develop client success stories, case studies, references, and customer advocacy initiatives
• Encourage engagement through webinars, roadshows, training, community initiatives, and feedback sessions
• Improve knowledge bases, customer resources, training materials, and support documentation
• Participate in building a customer community
• Work with Billing to resolve billing, invoice, and sales quote issues
• Maintain proactive communication with clients and internal stakeholders
• Manage priorities independently and improve processes and customer outcomes
• Travel periodically for client meetings, onsite training, conferences, and other business activities
• Perform other duties as assigned

Client Success Manager