The Customer Success Manager role at ITRS is pivotal in establishing a newly formed department aimed at enhancing value delivery and sustainable profitability for both our customers and the company. This position is designed for an individual with a strong background in B2B Customer Success, who will play a crucial role in scaling the department across various products. The primary focus will be on driving product adoption, identifying growth opportunities, and ensuring that the customer journey is successful, ultimately leading to customer renewals. The role will be hybrid-remote, based out of our Boston office, and will report directly to the Head of Customer Success - EMEA, working alongside a dedicated team of four. As a Customer Success Manager, you will leverage insights into customer businesses, needs, and strategies to facilitate customer success and value realization. This involves conducting assessments and analyses to enhance solutions in alignment with business goals, adoption metrics, and customer expectations. You will establish clear retention goals and process milestones for both clients and internal teams, identifying potential risks and collaborating with management to develop effective risk mitigation strategies. Monitoring customer usage data, health indicators, and growth opportunities will be essential, as you will translate these insights into actionable strategies for success. Additionally, you will deliver product training to support client onboarding, educate customers, and increase utilization rates of our products and services. Your role will also involve helping customers understand the optimal ways to utilize our offerings based on their specific needs, sharing client feedback, and collaborating with various teams to enhance product and service development. Furthermore, you will be tasked with improving existing processes within the company and refining all Customer Success plans to ensure maximum effectiveness and customer satisfaction.