Customer Success Manager

Customer Success Manager

At Pramata we take Customer Success seriously.  We’re hiring driven, customer-centric Customer Success Managers (CSM) to help us delight our customers and exceed their wildest expectations. Our CSMs own onboarding, value delivery, & adoption with our customers and transform satisfied customers into fanatical supporters. The ideal CSM at Pramata has a passion for engaging end users & executive champions, solving problems, and finding new ways for our customers to benefit from our solutions.  

Responsibilities

• Own the customer relationship through value delivery, adoption, and ultimate satisfaction of their business goals to drive retention and growth
• Act as a trusted advisor to all levels of customer contacts, from Executive/Sponsors, Project Champions/Managers, through end users to optimize utilization of the Pramata platform
• Understand your customer’s objectives and develop & maintain customer roadmaps to maximize customer ROI through alignment to their strategic business initiatives
• Provide project oversight for customer’s initial implementation, ensuring an efficient customer experience and shortening time-to-value
• Proactively monitor customer usage, subscription, and overall product stickiness 
• Engage end users to provide training and drive usage.  Ensure awareness & adoption of new features
• Collect feedback from end users to inform product roadmap, collaborating with our product team to drive innovation in our agile delivery model
• Partner with Sales, Marketing, and Product teams to support events, renewals, and expansion opportunities
• Help secure customer references and create case studies

Qualifications

• Bachelor’s degree or greater
• At least 3 years of customer enablement at a SaaS (Software as a Service) company
• Legal, paralegal, or contract administration experience a plus
• Comfortable working with Management /executives and project managers both internally and with customers
• Team player with demonstrated ability to work in a fast-paced, results-oriented, collaborative environment
• Project management experience, ideally with software implementation
• Strong attention to detail and organizational skills
• Excellent written and verbal communication skills 
• Strong analytical capabilities and comfort with data, reports and dashboards
• Experience and familiarity with contracts and/or contract management systems and/or Salesforce is a plus
• Proficiency in Microsoft Excel, Word, PowerPoint, Google Apps for Business and other commonly used business applications

Pramata is leading the way in enterprise contract intelligence. Our platform gives organizations the power to transform their contract portfolios into the context layer that AI agents and autonomous business processes need to operate — turning commercial relationship data into a strategic asset across every function. For 20 years, Pramata has been trusted by some of the world's largest companies, including McKesson, AbbVie, ICE, and Callaway Golf. For more information visit www.pramata.com.