Customer Success Manager

Company: DeWinter Group
Location: Santa Clara
Posted on: June 2, 2025

Job Description:

Role Name: Customer Success Manager
We are looking for talented and driven individuals to join the high-impact customer success team. As a Customer Success Manager, you will be the first point of contact for our customers to learn about, implement, and benefit from our AI-powered Resolution Intelligence products. The role involves working closely with customers' service leadership teams, internal engineering teams, infrastructure teams, sales teams, and collaborating with the rest of the customer success team.
This role requires flexibility and adaptability:

• Learn, understand, and explain the functioning of AI / NLP technologies while working with customers.
  
• Help customers realize ROI from their CRM technologies integration.
  
• Assist in contract renewals and upsell/cross-sell cycles.
  
• Act as an advocate by translating customer needs to the engineering team.
  
  Responsibilities:
  
  
• Serve as the first point of contact for our global customer base.
  
• Lead the customer onboarding process with optimized solutions.
  
• Manage integration of customer CRM systems with company products.
  
• Coordinate data integration steps with engineering teams.
  
• Collaborate with customer project managers for change management activities.
  
• Develop training content.
  
• Define ROI metrics and other KPIs related to usage, user adoption, and accuracy.
  
• Identify solutions for customer service challenges, with or without AI / NLP technologies, and suggest enhancements to the product team.
  
• Build long-term relationships with customer leadership and key stakeholders to ensure contract renewals and facilitate upselling/cross-selling.
  
• Stay updated on new AI / NLP products and features, demonstrate them to customers.
  
• Develop templates/models and train new team members as needed.
  
  Qualifications:
  
  
• Proven CSM experience with SaaS product companies, preferably in the AI space.
  
• 5 to 8 years of experience managing mid to large enterprise-level programs involving collaboration across multiple teams.
  
• Data-driven approach to tracking metrics and building credibility with leadership teams.
  
• Experience managing deadlines with globally distributed, energetic teams.
  
• College degree in Technology or Business Management.
  
• Experience with end-to-end CRM implementations like SFDC, ServiceNow, MS Dynamics, Oracle CX is a plus.
  
  DeWinter Group and Maris Consulting are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. Pay scales are based on client pay ranges and may be modified, impacting posted pay ranges.
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Keywords: DeWinter Group, Walnut Creek , Customer Success Manager, Executive , Santa Clara, California