Ocean Technologies Group

Customer Success Manager

• Customer Onboarding & Implementation
• - Lead customer onboarding by ensuring a smooth transition post-sale.
• - Oversee solution integration, deployment, and user training to maximize adoption.
• - Collaborate with internal teams to score deployment success and customer acceptance.
• ** Customer Relationship Management & Value Delivery
• - Work closely with customers to understand KPIs, business impacts, and ROI expectations.
• - Develop and execute customer success plans tailored to their goals.
• - Conduct regular check-ins, QBRs, and performance reviews to ensure alignment.
• - Measure and analyze customer impact, adoption, and satisfaction.
• Retention & Growth
• - Drive adoption strategies to maximize the value customers receive.
• - Lead renewal discussions and negotiations to ensure continued business.
• - Identify expansion opportunities (cross-sell, upsell) and collaborate with Sales.
• - Support CPI (Customer Performance Index) presentations and negotiations.
• Issue Resolution & Advocacy
• - Act as the primary escalation point for customer issues and concerns.
• - Coordinate with Support, Professional Services, and Sales to resolve challenges.
• - Gather customer insights to influence product roadmap and service improvements.
• Success Metrics
• - Customer retention & renewal rates.
• - Increase in adoption & customer satisfaction (NPS, CSAT, etc.).
• - Revenue expansion through upsells and cross-sells.
• - Reduction in customer escalations and churn.

Customer Success Manager – Fixed Term Contract