Dakota Software

Customer Success Manager

• Lead, mentor, and develop a team of Client Success Managers, providing coaching, performance management, and career development
• Establish clear team goals, KPIs, and success metrics aligned with company objectives
• Drive consistency and excellence in client engagement, onboarding, adoption, and retention strategies
• Act as an escalation point for complex client issues, ensuring timely and effective resolution
• Monitor client health metrics and proactively identify risks and opportunities across the client portfolio
• Partner with Client Success Managers to develop account strategies that drive retention, expansion, and overall client satisfaction
• Design, implement, and continuously improve client success processes, playbooks, and workflows to increase efficiency and scalability
• Identify gaps in the client journey and lead initiatives to enhance the overall customer experience
• Collaborate with Product and Engineering teams to communicate client feedback and influence product roadmap decisions
• Work closely with Sales and Implementation teams to ensure seamless handoffs and alignment across the customer lifecycle
• Standardize onboarding and adoption frameworks to accelerate time-to-value for clients
• Support forecasting efforts related to renewals, expansions, and churn risk
• Analyze team and client data to generate insights, track performance, and inform strategic decisions
• Maintain visibility into key accounts and keep senior leadership informed of risks, trends, and opportunities
• Drive a culture of accountability, continuous improvement, and client-centric thinking within the team.

Client Success Lead