Customer Succces Manager

Infiterra Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Success Manager at Infiterra, you will be instrumental in shaping and nurturing the entire customer relationship lifecycle. Your role will extend beyond standard account management, encompassing a strategic partnership that drives value from the initial onboarding and implementation phases through to long-term retention, adoption, and expansion.
• You will serve as a trusted advisor to our B2B SaaS clients, primarily IT Distributors and Managed Service Providers (MSPs), guiding them on how to best leverage Infiterra's platform to automate and grow their subscription businesses.
• This position is perfectly suited for individuals who possess a strong aptitude for consultative problem-solving, a knack for structured delivery, and a strategic mindset for account management. You will be empowered to deeply understand each customer's unique business objectives, operational intricacies, and define clear, measurable success metrics.
• A core aspect of your role will involve embedding Infiterra's platform into the daily workflows of our clients, ensuring it delivers tangible and impactful results that align with their strategic goals.
• Your approach will be proactive and insightful, going beyond simply executing requests. You will be expected to challenge assumptions, reframe customer needs based on best practices and platform capabilities, and guide clients towards scalable, efficient, and impactful solutions that maximize their return on investment.
• **Onboarding & Enablement:** You will lead the charge in customer onboarding and implementation processes, ensuring a seamless and efficient rollout across all relevant teams and business units within the client organization.
• You will act as a primary consultant during this critical phase, diligently uncovering the underlying business drivers for adopting Infiterra and challenging any requests that may not align with sustainable or scalable solutions.
• Delivering comprehensive training and enablement sessions will be key to driving robust product adoption and ensuring clients can independently utilize the platform to its full potential.
• **Account Ownership & Value Management:** Post-onboarding, you will maintain and deepen ongoing customer relationships, acting as their primary point of contact and advocate within Infiterra.
• You will be responsible for conducting regular Quarterly Business Reviews (QBRs) and strategic account reviews, meticulously aligning product usage with customer objectives, key performance indicators (KPIs), and overall business goals.
• Proactive monitoring of product adoption rates, usage patterns, and customer health indicators will be crucial for identifying potential issues and opportunities.
• **Retention & Expansion:** Your strategic insights will be vital in proactively identifying and mitigating any potential retention risks before they escalate.
• You will actively develop and pursue expansion and cross-sell opportunities within your existing accounts, working collaboratively with the Sales team to ensure a unified and effective go-to-market strategy.
• You will own the renewal processes for your accounts, ensuring clear, measurable value realization is demonstrated to the customer, thereby justifying continued partnership and investment.
• **Internal Collaboration:** You will serve as the crucial "voice of the customer" within Infiterra, providing structured, actionable feedback to the Product and Support teams to inform future development and service enhancements.
• You will partner closely with the Sales team to ensure smooth customer transitions from the sales process to the onboarding and success phases, maintaining aligned account strategies and a consistent customer experience.
• This role offers a unique opportunity to be at the forefront of the subscription economy's transformation, working with a global customer base and contributing directly to Infiterra's growth and innovation.

🎯 Requirements

• Minimum of 4 years of experience in a Customer Success, Consulting, or Account Management role within a B2B SaaS environment.
• Proven track record of successfully owning customer accounts end-to-end, encompassing onboarding, conducting QBRs, managing renewals, and driving expansion opportunities.
• Demonstrated consultative approach with the ability to challenge customer thinking and reframe requests based on demonstrable business value and best practices.
• Experience navigating complex SaaS products and engaging with multi-stakeholder environments within client organizations.
• Confidence and proven ability to engage effectively with senior stakeholders and C-level executives.
• Professional fluency in English is required.
• Native or professional fluency in German is highly desirable.
• A very strong plus would be professional fluency in Spanish.
• Willingness to travel as needed to meet with clients or for company events.

🏖️ Benefits

• Fully remote work environment, offering flexibility and work-life balance.
• Work-from-anywhere scheme, allowing you to travel and work from different locations.
• Flexible working hours to accommodate personal needs and peak productivity times.
• Generous learning and development budget to support continuous professional growth.
• Collaborative, tech-driven team culture with significant international diversity.

Skills & Technologies

Remote

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Infiterra Inc.

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About Infiterra Inc.

Infiterra Inc. is a technology company focused on developing and deploying advanced solutions for the energy sector. Their core offerings revolve around leveraging artificial intelligence and machine learning to optimize oil and gas exploration, production, and reservoir management. By analyzing vast datasets, Infiterra aims to enhance recovery rates, reduce operational costs, and improve safety and environmental performance for their clients. The company provides a suite of software tools and consulting services designed to integrate seamlessly with existing energy infrastructure. Their innovative approach helps energy companies make more informed decisions, mitigate risks, and maximize the value of their subsurface assets in an increasingly complex global market.

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