Customer Success Manager

Philadelphia, Pennsylvania, United States | Customer Success | Full-time | Partially remote


Odessa is seeking a Customer Success Manager to identify and leverage additional revenue streams from assigned customer populations who have completed our Odessa implementations. A successful Customer Success Manager will cultivate and develop ongoing relationships to proactively identify additional Customer needs while maintaining a high level of customer satisfaction. You will report to the AVP, Client Services and manage several customers at any given time.

An ideal fit is someone who knows the perfect balance of inside sales paired with real, genuine customer relationship management. They also value working in an autonomous but collaborative environment. And last but not least, they would be the type of person that knows the power they have in making their role something they love and aren't afraid to create change.


Responsibilities and Duties

  • Utilize a technical skillset to coincide with understanding the Odessa technology offering, specifically being able to manage customer expectations by delineating between product bugs vs product enhancements
  • Works alongside services & development teams to understand the product development lifecycle
  • Maintain a pulse and voice of the customer via customer satisfaction surveys and reviews
  • Understand the customer's demands and plan how to meet these demands
  • Assignment of priorities in accordance with the level of importance of reported items. This may be defined by the customer or based on the defined business process.
  • Document all communication with assigned customers and internal teams.
  • Serves as the advocate of the customer and engages necessary resources external to Customer Services to assist with requests or resolution.
  • Ensure deadlines are met for their accounts
  • Identify potential revenue opportunities
  • Prepare contracts for enhancements that you assigned accounts want to take up.

Skills & Qualifications

  • Bachelor’s degree 
  • 1-3 years experience in account management/customer success role in a software and services organization
  • Familiarity with ERPs
  • Experience delegating to, collaborating with and escalating to team members who don't directly report to you
  • Experience providing relationship management, support and inside sales
  • MS Word, MS Excel, and PowerPoint proficiency
  • Understanding of basic Financial / Managerial accounting.
  • Experience in managing customer relationships/accounts for an enterprise software solution
  • Strong understanding of the software development life cycle
  • Ability to travel up to 20-30%