Customer Success Manager

About the position

Reporting to the VP of Daon's Customer Success team for Americas, we are seeking a dynamic and strategic Customer Success Manager to drive the technical delivery and execution of all product-related aspects of the Daon solution. Working directly with our customers, this individual will play a critical role in ensuring successful customer implementation, adoption, and operationalization of Daon's products and technologies. By collaborating directly with customers, internal teams, and key stakeholders, this role will focus on maximizing value for our customers while fostering long-term, trusted relationships. The ideal candidate will possess a unique blend of thought leadership, technical expertise, and customer-centric problem-solving skills.

Responsibilities

• Develop a deep understanding of customers' organizational vision, business goals, and how Daon's products support their success. Assist in defining project performance metrics and success criteria.
• Build and maintain strong relationships with customers' technical, implementation, and operational teams to ensure they fully understand and effectively utilize Daon's products and services.
• Lead and manage project scope, ensuring alignment with goals, timelines, budgets, and resource requirements. Identify and mitigate project risks proactively.
• Oversee day-to-day technical activities for assigned customer projects, coordinating seamlessly with internal teams and customer stakeholders.
• Serve as a trusted advisor, consulting customers on best practices for deployment, integration, and operational excellence, including training programs, customer outreach, support policies, and system administration.
• Create and refine customer resources, ensuring seamless adoption and utilization of Daon's products and technologies.
• Collaborate with Sales and Relationship & Alliances teams to drive new business opportunities, expand product adoption, and ensure customer retention and renewals.

Requirements

• Bachelor's Degree in Computer Science, IT, or related field.
• 5+ years proven experience in project management, consulting, or technical customer engagement, delivering customized or product-enabled solutions to large enterprises.
• Entrepreneurial mindset with the ability to work independently in a results-driven environment.
• Strategic thinker with strong execution skills; capable of both high-level planning and hands-on implementation.
• Adept at managing ambiguity and structuring complex problems into actionable solutions.
• Ability to quickly synthesize and apply large volumes of information to drive strategic decisions.
• Strong analytical, problem-solving, and critical-thinking skills.
• Customer-centric mindset, excelling in high-paced environments requiring sound business judgment and excellent communication.
• Exceptional verbal and written communication skills, including experience presenting to and working directly with customers.
• Proven ability to actively listen, assess customer needs, and influence stakeholders effectively.
• Strong interpersonal skills with the ability to build and sustain long-term customer relationships.
• Technical knowledge and background required.

Nice-to-haves

• Knowledge and experience in mobile development, particularly Android, is highly desirable, but not required.
• Knowledge of mobile app development on Android and/or iOS is highly desirable.
• Ability to translate complex technical concepts into easily understandable insights for non-technical stakeholders.

Benefits

• Equal Opportunity Employer